Airbnb was poised to introduce an app that doesn't just search for you, but one that "knows you." CEO Brian Chesky said, "It will help guests plan their entire trip, help hosts better run their businesses, and help the company operate more efficiently at scale."

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Airbnb's custom AI agent now handles approximately one-third of customer support issues in the US and Canada, with plans for global expansion. CEO Brian Chesky expects AI to reduce costs while improving service quality, and the company hired Meta's Ahmad Al-Dahle as CTO to build an AI-native experience. Airbnb reported Q4 revenue of $2.78 billion, beating estimates, and forecasts low double-digit growth this year. The company emphasizes its proprietary data advantages—200 million verified identities and 500 million reviews—as differentiators against generic AI chatbots, while 80% of its engineers now use AI tools internally.

Airbnb says a third of its customer support is now handled by AI in the US and Canada