A third of AirBNB's customer support is now handled by AI

TechCrunch • Feb 13, 2026

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

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."

by Sarah Perez

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Fascinating companies are still trying this. I know this was one of the first things everyone tried using AI to automate, but I don't think I've ever had a good experience with AI support. I guess it's probably have gotten a lot better though.

Comments

JingJunMa

OP 2h

Now I'm actually wondering if you give the average user a chat with a customer support AI on the latest gen model like gemini 3, if they'd even know it was AI.

JAYMACK 2h

I feel like this will be widely adopted very soon!

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A third of AirBNB's customer support is now handled by AI

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

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