Airbnb CEO Plans ChatGPT Integration After Expanding AI Customer Service

Airbnb CEO Brian Chesky has expressed interest in integrating ChatGPT's AI capabilities into the platform but stated that the current software development kit and app ecosystem are not yet ready for such integration. Instead, Airbnb currently relies heavily on Alibaba's Qwen model due to its speed, cost-effectiveness, and suitability for the company's needs, leveraging a combination of 13 AI models from various providers including OpenAI and Google. Chesky highlighted that Airbnb's unique community-based model requires a highly secure and self-contained AI system before direct integration with ChatGPT can occur. Meanwhile, Airbnb has expanded its in-app AI tools, significantly reducing customer service resolution times and human support needs. The company is also enhancing social features to foster a more interactive community among travelers, aiming to create an ecosystem where inspiration, communication, and trip planning occur within Airbnb itself. Chesky views AI as a key driver for scaling human connections on the platform and anticipates that collaboration across companies will be vital as the AI revolution evolves.