Airbnb utilizes AI to accelerate feature development and improve customer support

Aug 7, 2026

AI Summary

Airbnb reports significant advancements in feature development due to AI, reducing the time from concept to launch by 60%. The company is also testing a new AI search function while expanding its AI-powered customer support capabilities, which have decreased support costs.

Airbnb co-founder and CEO Brian Chesky announced that AI is now responsible for writing 60% of the company's code, enabling faster feature development. The time from conceptualization to launch has been reduced by 60%, and the number of features shipped has increased by nearly 80% compared to the previous year.
AI has been applied in various areas, including search, sign-up, checkout, and payments. The company is testing a new AI search function that allows users to input queries in natural language, with results presented in a visual format.
Airbnb's AI features for consumers have been limited, focusing on review summaries and listing highlights. The company aims to enhance user experience without forcing AI search on those accustomed to traditional search methods.
In customer support, Airbnb's AI-powered bot has been expanded to over 50 languages, with plans for voice call integration. Approximately 45% of customer issues initiated with the AI agent are resolved without human intervention, leading to a 16% decrease in support costs per booking.
For the quarter ending in June, Airbnb reported a 17% increase in revenue to $3.6 billion and a 21% rise in adjusted EBITDA to $1.3 billion.

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Airbnb utilizes AI to accelerate feature development and improve customer support

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