After a second-quarter earnings beat, Airbnb CEO Brian Chesky shared his thoughts on the company’s AI strategy, cautioning investors that AI chatbots can’t yet be thought of as the “new Google.” That is, AI chatbots, while potentially driving new leads to the travel and services business, aren’t entirely a replacement for the referrals that the dominant search engine brings.
At least not at this time.
“I think we’re still kind of feeling out the space,” the exec told investors on the Q2 earnings call. “The thing I want to caution is I don’t think that AI agents — I don’t think we should think of chatbots like Google — I don’t think we should think of them as the ‘new Google’ yet.”
This, Chesky explained, is because AI models aren’t “proprietary.”
“We also have to remember that the model powering ChatGPT is not proprietary. It’s not exclusive to ChatGPT. We — Airbnb — can also use the API, and there are other models that we can use,” he said.
Painting a broader picture of the AI landscape, Chesky said that in addition to chatbots and other AI agents, there will be custom-built startups designed for specific applications, as well as other incumbents that have made the shift to AI.
“One of the things we’ve noticed is it’s not enough to just have … the best model. You have to be able to tune the model and build a custom interface for the right application. And I think that’s the key,” he said.
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The company told investors it will look to take advantage of AI in a number of ways.
Airbnb shared during the call that its AI customer service agent in the U.S. reduced the percentage of guests contacting a human agent by 15%, for inst …