Airbnb has had a strong second quarter, with better-than-expected earnings and revenue. However, during the company’s earnings call, CEO Brian Chesky took some time to address a bigger topic: the role of artificial intelligence in Airbnb’s future. While many people in the tech world are calling AI agents the “new Google,” Chesky thinks we are not quite there yet.
According to Chesky, AI chatbots and agents can be useful, especially for businesses like Airbnb. Still, they are not a full replacement for traditional search engines. For now, Google continues to bring in more reliable traffic and referrals.
“I want to be careful about how we think of AI,” Chesky told investors. “Chatbots are powerful, but they are not yet a substitute for search. They may help generate leads, but they are not the next Google.”
AI Models Are Not Exclusive
One reason for Chesky’s caution is that the technology behind most AI tools is not unique. In fact, many companies, including Airbnb, use similar systems. For example, OpenAI’s API is available to anyone. That means Airbnb, like others, can build on top of these models rather than relying on a proprietary solution.
He pointed out that the value in AI does not come just from using a powerful model. Instead, the real strength comes from how a company customizes that model to fit its needs. Tuning the model, designing the right user interface, and applying it to a specific task are what make the difference.
“There will be lots of players in this space,” Chesky said. “Some will build new products. Others will adjust existing ones. But just having access to the best AI model is not enough. It has to be tuned and applied to the right use case.”
Airbnb Is Already Using AI
Even though Chesky is cautious about overhyping AI, Airbnb has already seen success using it. During the earnings call, the company shared a few examples. One of the most notable was in customer service. In the United States, Airbnb has rolled out an AI-powered support agent. It has already reduced the number of guest inquiries that need a human response by 15 percent.
That kind of result did not come easily. Customer service requires accuracy and trust. Unlike a travel suggestion or inspirational trip idea, a support agent cannot get things wrong. It must respond clearly and helpfully, without “hallucinating” or making up answers. To meet this challenge, Airbnb trained its AI using more than a dozen models and thousands of real conversations.
Currently, the AI agent works in English and is only available in the U.S. However, the company plans to expand it to other languages later this year. In the future, this agent will also become more interactive. For instance, if a user wants to cancel a booking, the AI will not just explain how to do it — it will actually complete the
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What’s Next for AI at Airbnb
Looking ahead, Airbnb plans to expand AI to other parts of the platform. One area Chesky highlighted was search. In the coming year, Airbnb’s search experience will use AI to become more helpful and personalized.
Although the company is exploring ways to work with external AI tools, nothing has been finalized. At this point, users still need to use Airbnb directly to book a place. Because of this, Chesky does not believe Airbnb’s business will be reduced to a simple transaction — the way flight booking has become. Instead, he sees AI as an additional way to attract users, not a tool that replaces the core platform.
“We want Airbnb to be the first place people go when they book travel,” he said. “AI might help bring them in, but we want to be where they complete the booking.”
A Strong Quarter, But a Cautious Outlook
Airbnb reported $3.1 billion in revenue and earnings per share of $1.03 — both higher than analysts had predicted. Still, the company’s stock dipped after it shared expectations for slower growth in the second half of the year.
Even with a solid financial performance, Chesky focused part of the conversation on setting the right expectations for how AI will shape the future. While there is clear potential, especially in areas like customer service and search, the company is not rushing to declare AI the answer to everything.
In short, AI is becoming a key part of Airbnb’s strategy. But according to Chesky, it is still just one tool — not a replacement for everything that came before.
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