Airbnb has quietly started rolling out an AI-powered customer service bot in the U.S., CEO Brian Chesky announced during the company’s first-quarter conference call on May 1, 2025. The bot, which has already been adopted by 50% of Airbnb’s U.S. users, is designed to streamline customer service processes and reduce the need for human intervention.
Chesky revealed that the AI bot has already led to a 15% decrease in the number of customers needing to contact live agents, demonstrating its effectiveness in enhancing the user experience. The company plans to expand the feature to all U.S. users by the end of May.
While Airbnb initially tested the technology last year on a limited basis, focusing on specific customer queries, this rollout marks a significant step in integrating AI into the company’s customer service operations. Chesky emphasized that AI’s role in improving customer experience is just beginning and hinted at future applications beyond customer service, including travel planning and booking assistance. However, he also noted that Airbnb is taking a cautious approach with AI, recognizing that the technology is still in its early stages.
In contrast, competitors like Expedia and Booking.com have already rolled out AI-powered features for building itineraries and providing real-time travel updates, showing how quickly the travel industry is embracing AI. Despite this, Airbnb plans to focus on customer service first before expanding AI’s capabilities into other areas.
Airbnb’s total revenue for Q1 2025 reached $2.27 billion, a 6% increase from the same period last year. However, the company forecasted that the upcoming quarter’s revenue could fall slightly short of analysts’ expectations, citing concerns about a slowdown in travel demand due to the global tariff war.
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