Jaeden

If anyone has used Airbnb, you know that while 90% of the time it's phenomenal, 10% of the time you can have issues.

I mean, that's probably like a hotel too, but either as a user or as a host, you can have issues where someone comes and they trash your place, or maybe you're a guest and you go somewhere and the Airbnb listing ends up being like super dirty or bad, right?

So like you could have either of those two experiences and usually they're mitigated by having reviews on both hosts and guests.

And so you can, you know, pick your poison if you choose to,

host someone that has a terrible review, you know what you're getting yourself into.

Or if you choose to go to an Airbnb that has bad reviews, you know what you're getting yourself into.

But either way, there are issues and they have decided to tackle a lot of those with AI for their customer support.

I'm actually a big fan of AI for customer support, assuming it has the ability to like issue refunds and do things, um, and, and actually work through and resolve and come to resolutions.

This is what blew me away though.

They said, um, this is their CT, their CEO.

Again, he said a year from now, if we're successful, significantly more than 30% of tickets will be handled by a custom, uh, a custom service agent in many more languages in all the languages where we have live agents, AI customer service will not only be chat, it will be voice.

Um,

And then they said that they're going to be increasing AI usage internally.

80% of their engineers are using AI.

The goal is to get it to 100%.

So yeah, I think Airbnb is doing great right now.

They're trying to get 30% of all of their customer.

So like basically a third of all of their customer support is just handled by AI chatbots.

I've used a bunch of companies recently because I kind of have hated on this for a long time, but I've used a bunch of companies recently where

I've talked to like their customer support.