that were released in March, but decided to put off implementing anything into Airbnb until he felt it could benefit users.
One of the first planned infusions of AI with Airbnb is in customer service, which is an area where jobs have already started to be cut across the tech industry, withthe work humans do interacting with customers. Chesky told Skift they plan to launch AI-assisted customer service in the fall, but with an emphasis on AI helping customer service representatives work faster instead of replacing them.
He said Airbnb has over 70 different customer service policies like cancellations and discrimination, with some over 100 pages long because of various contingencies. Instead of an inexperienced customer service rep searching through those policies, an AI program could analyze a customer complaint and instantly pull the right policy, helping the human work much faster.
"Hopefully it's going to make you just think, 'Oh my God, their customer service is amazing,'" Chesky told Skift. AI could also help summarize hundreds of reviews to give users the simplest description of what a particular rental is like, Chesky said, or could analyze pictures provided by the person listing a property and instantly identify amenities for the listing's description.Sign up for notifications from Insider! Stay up to date with what you want to know.
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