Why Airbnb Paused A ChatGPT Integration For Now

While competitors like Booking Holdings Inc. and Expedia Group Inc. are rushing to integrate with OpenAI's ChatGPT, Airbnb is taking a more measured approach. CEO Brian Chesky recently revealed that the company has decided to hold off on a direct tie-up, offering a unique perspective on the readiness of AI integration for a community-based platform.

Why Airbnb Is Pumping the Brakes on ChatGPT

According to Brian Chesky, OpenAI's connective tools for app integrations are simply not “quite ready” for what Airbnb needs. As a platform built on a community of verified members, Airbnb requires an exceptionally robust and secure integration. Chesky envisions a system where the Airbnb app can function within the ChatGPT chatbot in an “almost self-contained” manner to maintain its standards of trust and safety.

Interestingly, Chesky is close friends with OpenAI CEO Sam Altman and even advised the AI company on its new capability for third-party developer integrations. Despite this close relationship, Airbnb was not among the first wave of apps available on the popular chatbot. An OpenAI spokesperson noted that the app integration technology is still considered as a developer preview, with more features on the horizon.

Inside Airbnb's Own AI Powerhouse

While a ChatGPT integration is on hold, Airbnb is far from ignoring artificial intelligence. The company recently announced significant updates to its own in-app AI tools, specifically its customer service agent. This AI, now rolled out to all US users in English, is designed to help customers resolve issues without needing to speak with a human representative.

The results are impressive. The updated AI agent now displays action buttons and links to help users complete tasks like reservation changes or cancellations. This has led to a 15% reduction in users needing a live representative and slashed the average resolution time from nearly three hours to just six seconds.

This powerful tool isn't built on a single model. Chesky revealed it's a sophisticated system built upon 13 different AI models from providers including OpenAI, Alphabet Inc.'s Google, and Alibaba Group Holding Ltd.. He specifically praised Alibaba's Qwen model, stating, “It’s very good. It’s also fast and cheap.” He added that while they use OpenAI's latest models, they often turn to faster and more cost-effective alternatives for production use.

Building Community: The Future of Travel

Beyond AI-driven customer service, Airbnb is investing heavily in social features to strengthen its community. The company has expanded its business beyond accommodations and is now introducing new ways for users to connect.

A new feature allows guests who book an experience to share their Airbnb profiles with fellow travelers. Additionally, users who have been on the same tour can now message each other directly, with privacy safeguards in place. Chesky sees this as just the beginning, with more social features planned that could eventually lead to more user-generated content, allowing people to find travel inspiration directly within the Airbnb app.

“I think the social features, the community, that’s probably the most differentiated part of Airbnb,” Chesky said. “People are the reason why I think Airbnb is such a sticky service.”