Airbnb to Embed AI in Search, Support, and More

Airbnb will add more artificial intelligence features to its search tools, guest discovery, and customer support systems. CEO Brian Chesky made the comments during the company's latest earnings call, where he outlined plans to make AI a core part of the business. This move comes as the company reports strong financial results and pushes to stay ahead in the travel market.

Background

Airbnb has used AI for years to help match guests with listings and handle basic customer questions. The company started with tools like smart pricing, which looks at demand and events to suggest rates for hosts. It also uses AI to spot fraud in bookings and payments. Over time, these tools have grown. Now, AI checks guest behavior to block risky bookings, like parties in certain spots.

In the past year, Airbnb stepped up its efforts. It hired a top AI expert from Meta to lead the push. This person spent years building large language models at big tech firms. The goal is to use AI not just for small tasks but to rebuild how the whole platform works. Airbnb handles billions in payments each year and has millions of verified users and reviews. Leaders say this data gives them an edge over general chatbots.

The company sees AI as one of its main strengths, alongside its payment system and user checks. During the latest earnings report for late 2025, Airbnb shared numbers showing AI's impact. Engineers at the company now use AI tools for most of their work. This helps them build faster and handle more users.

Key Details

AI already resolves one third of customer support issues in the US and Canada without human help. These agents fix problems quicker, which keeps guests happy and brings them back. Airbnb plans to take this global in 2026. They will add voice agents that talk to users in different languages, moving beyond text chats.

Search and Discovery Changes

Search on Airbnb will get a big update. Right now, a small part of users sees AI-powered results. Soon, it will work for more people. Guests will type full questions, like 'a quiet spot near mountains for writing with good internet.' AI will match listings based on descriptions, photos, and reviews. This natural language search aims to make finding places easier.

Hosts can use new AI tools too. They help write listing descriptions and answer guest messages. Photos get ranked by AI to show the best ones first. All this personalizes results for each user based on past trips and likes.

Support gets smarter with AI that suggests help articles before users ask. It handles disputes over refunds or damage faster by looking at past cases. For tough issues, it passes to people.

“It will help guests plan their entire trip, help hosts better run their businesses, and help the company operate more efficiently at scale.” – Brian Chesky, Airbnb CEO

Engineering teams use AI for 80 percent of their coding now. The company wants to hit 100 percent soon. This speeds up new features like sponsored spots in AI search.

What This Means

For guests, AI could make trips smoother from start to finish. Search will feel more like talking to a friend who knows your tastes. Support answers come fast, in any language, cutting wait times. Voice options will help those who prefer calls.

Hosts face a changing market. Listings need to match AI matches, so good photos, clear descriptions, and strong reviews matter more. Tools like dynamic pricing will help set rates right, but hosts must use them to stay visible. Third-party apps for messaging and cleaning tie into Airbnb's AI, making operations easier.

The platform grows safer with better fraud checks in chats and bookings. This builds trust as more people book through apps. Airbnb's focus on its data and payments sets it apart. General AI bots lack the real connections to hosts that 90 percent of guests use.

Business-wise, faster support and search boost bookings. Traffic from AI chats converts better than from search engines. With revenue up and more growth expected in 2026, the company positions itself for bigger scale. Hosts who adapt to these tools will see higher occupancy and earnings. Guests get tailored stays, while the company runs leaner with less need for staff on simple tasks.

This shift turns Airbnb into an AI-first service. It layers smart tech over its base of users and payments. As tools roll out worldwide, millions more will feel the changes in how they travel and host.