August 8, 2025
5 min read
Coin World
Airbnb CEO Brian Chesky says AI agents are experimental and not replacing Google, highlighting AI’s role in enhancing customer service and lead generation.
Airbnb CEO Brian Chesky on AI Agents: Not Replacing Google Yet but Driving Innovation
Airbnb CEO Brian Chesky has tempered expectations around AI agents becoming the “New Google,” emphasizing that while the technology holds promise, it is not yet a disruptive force capable of replacing established digital infrastructure. Speaking during Airbnb’s recent Q2 earnings call, Chesky acknowledged the potential of AI chatbots to generate new leads but warned that they remain in an experimental phase and are not yet a substitute for Google’s powerful referral capabilities. He noted that many foundational AI models are non-proprietary, meaning companies like Airbnb can access the same tools as competitors. This, he argued, shifts the competitive edge from raw AI power to how well companies integrate and customize these tools to meet specific business needs. Airbnb’s own AI strategy is already yielding results. The company has deployed an advanced AI customer service agent in the U.S. that has reduced the percentage of guests needing human support by 15%. Chesky revealed that building this system—integrating 13 different AI models and training on tens of thousands of real-world conversations—was more complex than designing AI for creative tasks like travel planning. The AI must be highly accurate and reliable, as customer service cannot afford “hallucinations” or errors. The company plans to expand the AI agent to more languages this year and to make it more personalized and “agentic” in 2025, enabling it to perform actions like canceling bookings or planning entire trips. Airbnb also aims to integrate AI into its search functionality next year, improving the user experience by making accommodation discovery more intuitive and tailored. Chesky’s vision for AI extends beyond Airbnb’s internal use. He foresees a broader ecosystem where success depends not on having the best model, but on how effectively a company can “tune the model and build a custom interface for the right application.” This approach transforms generic AI into proprietary solutions that deliver unique value. Chesky emphasized that companies must invest in understanding user needs, designing intuitive interfaces, and training models on proprietary data to gain a competitive edge. In this evolving landscape, Airbnb’s requirement for an account to make a booking creates a crucial touchpoint, shielding the platform from full commoditization. Chesky believes AI could serve as a lead generation tool, directing users toward Airbnb’s platform and reinforcing its market leadership. Despite Airbnb’s strong Q2 performance—revenue of $3.1 billion and earnings per share of $1.03—the company’s forecast of slower growth in the second half of the year led to a cautious market reaction, with the stock price dipping. This reflects the broader challenge of balancing current performance with future expectations in a sector driven by innovation and uncertainty. Chesky’s strategic focus on AI integration underscores Airbnb’s long-term ambitions to remain the go-to platform for travel experiences. His insights highlight the importance of a nuanced, application-driven approach to AI, where customization, ethical governance, and user-centric design play central roles. In navigating the AI frontier, Chesky’s remarks offer a realistic and forward-looking perspective. He acknowledges both the transformative potential and the current limitations of AI, urging businesses to focus on strategic implementation rather than speculative hype. As AI agents continue to evolve, the companies that succeed will be those that not only adopt the technology but also adapt it to create unique value for their users. Airbnb’s approach—combining innovation with pragmatism—provides a compelling blueprint for how established enterprises can harness AI without losing sight of their core strengths.Source: AI Agents: Airbnb CEO Brian Chesky Reveals Why They Aren’t the ‘New Google’ Yet