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

TechCrunch

by Sarah Perez

February 13, 2026

AI-Generated Deep Dive Summary

Airbnb has revealed that a third of its customer support inquiries in the U.S. and Canada are now managed by AI, with plans to expand this globally. The company’s custom-built AI agent is designed to reduce costs while enhancing service quality. CEO Brian Chesky emphasized that AI will not only lower operational expenses but also improve efficiency, particularly in resolving issues more effectively than human agents in some cases. Airbnb’s AI strategy extends beyond customer support, with the goal of creating an app that deeply understands users. This includes helping guests plan trips and hosts manage their businesses, all while streamlining Airbnb’s operations. The company has recruited CTO Ahmad Al-Dahle, a leading AI expert from Meta, to lead this initiative. Al-Dahle’s expertise in generative AI is expected to transform the platform by integrating massive technical scale with innovative design. Chesky highlighted Airbnb’s unique advantages over generic AI chatbots, such as its extensive database of 200 million verified identities and 500 million proprietary reviews. These resources allow the AI to perform tasks like messaging hosts, which 90% of guests do. Chesky also noted that while AI functions similarly to search engines in generating traffic, Airbnb’s conversational search approach converts users at a higher rate than traditional platforms. The company is already leveraging AI to enhance

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Originally published on TechCrunch on 2/13/2026