Chesky says OpenAI tools not ready for ChatGPT tie-up with Airbnb app

Airbnb will monitor the development of ChatGPT’s app integrations and may consider a tie-up in the future similar to those of its peers Booking Holdings Inc. and Expedia Group Inc., Chesky said in an interview.

“I didn’t think it was quite ready,” he said of ChatGPT’s integration abilities. Because Airbnb is a community with verified members, OpenAI will have to build a platform so robust that Airbnb’s app can work within the ChatGPT chatbot in an “almost self-contained” manner, Chesky said.

Chesky, who is close friends with OpenAI CEO Sam Altman, said he advised the AI company on its new capability for third-party developers to make their apps available within the ChatGPT chatbot. The AI company announced those features earlier this month. Airbnb wasn’t among the first apps that are available on the popular chatbot.

An OpenAI spokesperson declined to comment on Chesky’s remarks, but referred to the company’s blog post earlier this month that described the app integration technology as a developer preview, with more features coming soon. 

While Airbnb has set aside a possible integration with ChatGPT, the company Tuesday announced that it had updated its in-app artificial intelligence tools to let customers take more actions without the need of a live representative.

The company’s AI customer service agent, which it rolled out to all US users in English in May, now displays action buttons and links that can help people complete, say, a reservation change or cancellation. That has led to a 15% reduction in users needing a live representative, cutting average resolution time to six seconds from nearly three hours, Airbnb said. The company plans to add Spanish and French language support this fall, and 56 more languages next year.

The agent is built upon 13 different AI models, including those from OpenAI, Alibaba Group Holding Ltd., Alphabet Inc.’s Google and open source providers, Chesky said.

“We’re relying a lot on Alibaba’s Qwen model. It’s very good. It’s also fast and cheap,” he said. “We use OpenAI’s latest models, but we typically don’t use them that much in production because there are faster and cheaper models.”

Airbnb, which expanded its business beyond accommodations into tours and individual services earlier this year, also is adding new social features to encourage user connections and eventually make better travel recommendations within the app.

The company unveiled an option for guests to share their Airbnb profile with other travelers after they book an experience. Users who have gone on the same tours can also now directly message one another — privacy safeguards are implemented where the conversation can only continue if the recipient accepts a message request, Airbnb said. More social features are coming next year, and Chesky said that longer term these features could lend themselves to user-generated content on the app, where people can seek travel inspiration without leaving the Airbnb site.

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