Airbnb Corp. Chief Executive Officer Brian Chesky said he didn’t integrate his company’s online travel app with OpenAI’s ChatGPT because the startup’s connective tools aren’t “quite ready” yet.
TL;DR
- Airbnb CEO Brian Chesky stated OpenAI's ChatGPT tools are not yet ready for Airbnb app integration.
- Airbnb is observing ChatGPT's app integration evolution and may partner later, like Booking Holdings and Expedia.
- Airbnb's AI customer service agent now handles tasks, reducing live agent needs by 15%.
- Airbnb is also enhancing social features to foster user interaction and improve travel experiences.
Airbnb is keeping an eye on how ChatGPT's app integrations evolve and might explore a partnership down the line, much like other companies in its sector Booking Holdings Inc. And Expedia Group Inc., according to Chesky's interview.
“I didn’t think it was quite ready,” he said of ChatGPT’s integration abilities. Chesky stated that because Airbnb is a community of verified members, OpenAI will need to develop a platform so strong that Airbnb's application can operate within the ChatGPT chatbot in a “almost self-contained” fashion.
Chesky, a close friend of OpenAI CEO Sam Altman, stated that he provided advice to the AI company regarding its new feature allowing third-party developers to offer their applications inside the ChatGPT chatbot. Earlier this month, the AI company unveiled those features. The popular chatbot doesn't currently feature Airbnb among its initial app offerings.
An OpenAI representative chose not to respond to Chesky’s statements, instead pointing to the company's blog post from earlier this month detailing the app integration technology as a developer preview, noting that additional functionalities will be released shortly.
Airbnb has announced an update to its in-app artificial intelligence tools, allowing customers to perform more actions without requiring a live agent, though a potential integration with ChatGPT has been set aside for now. An agent.
The company's AI customer service agent, launched for all US users in English last May, now features action buttons and links designed to assist individuals with tasks such as modifying or canceling a reservation. Airbnb reported that this change resulted in a 15% decrease in users requiring a live representative, shortening the average resolution time from almost three hours to just six seconds. This autumn, the firm intends to incorporate support for Spanish and French, with an additional 56 languages slated for introduction next year.
Chesky stated that the agent is powered by thirteen distinct AI models, sourced from companies like OpenAI, Alibaba Group Holding Ltd., Alphabet Inc.’s Google, and various open-source developers.
“We’re relying a lot on Alibaba’s Qwen model. It's excellent. He stated it's also quick and inexpensive. “We use OpenAI’s latest models, but we typically don’t use them that much in production because there are faster and cheaper models.”
This year, Airbnb, having broadened its operations from lodging to include tours and personal services, is also introducing novel social functionalities aimed at fostering user interaction and ultimately improving travel experiences. Recommendations within the app.
Guests can now choose to share their Airbnb profile with fellow travelers once they've booked an experience, the company announced. Airbnb has introduced a feature allowing users who have participated in the same tours to communicate directly. The company stated that privacy is protected, as conversations can only proceed if the recipient approves a message request. Next year will see the introduction of additional social functionalities, and Chesky indicated that in the long run, these features might facilitate user-generated content within the app, enabling individuals to discover travel ideas without departing from Airbnb. Site.
“I think the social features, the community, that’s probably the most differentiated part of Airbnb,” he said. “People are the reason why I think Airbnb is such a sticky service.”