The CEO of Airbnb envisions the use of AI to offer a more efficient and cost-effective alternative to hotel front desks
Brian Chesky, the CEO and co-founder of Airbnb, has repeatedly stated that his company is not a direct rival to the hotel industry. Instead, he believes that Airbnb has the potential to provide traditional hotel services in more effective and affordable ways.
In the first-quarter 2023 earnings call held on Tuesday, Chesky identified leveraging artificial intelligence (AI) as a key growth opportunity for Airbnb. He referred to AI as “the biggest revolution” in technology since his arrival in Silicon Valley, and suggested that it could be used for customer service and inspiration during the early stages of booking.
Chesky envisions AI serving as a virtual front desk and concierge, offering guests a more efficient and personalized experience. This would be a significant development for Airbnb, as it could help the company compete more directly with traditional hotels by providing services that are typically associated with them.
Ultimately, what I think Airbnb is building is not just a service or a product, but what we are in the largest sense is a global travel community, he said. The role of Airbnb in that travel community is to be the ultimate host. Think of us with AI as building the ultimate AI concierge that can understand you. We can build these world-class interfaces in our model.
He noted his company is using OpenAI’s ChatGPT4 as the basis for its own AI efforts.
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