ABNBAirbnb, Inc.

“We've seen the cost per booking decrease about 10% year-over-year in Q1, and we expect to see more of this as we improve AI customer support this year.”

“I'm seeing like many of our design managers and engineering managers going back to coding or using Claude code. We have 60% of our code being authored by AI. This is significantly higher than our peer set and our benchmarks.”

“Nearly 60% of the code our engineers produce is now written by AI, which we estimate is about twice the industry average. That means our teams are shipping more features and iterating more quickly.”

“when guests contact us through our AI assistant, over 40% of issues are now resolved without a human agent. And this is up from about 1/3 in Q4 with significantly faster resolution time.”

“over 40% of people connect with our AI assistant self-solve. And I believe it's, by far, the best AI self-solve in all of travel. I'm pretty confident of that.”

“I don't think anyone figured out AI for travel or e-commerce yet. Let me use an example, ChatGPT. Last year, ChatGPT announced the creation or of third-party apps. And then this past March, they shut that project down. And one of the things we noticed is that while ChatGPT is -- traffic converts higher than Google traffic when it's sent to Airbnb, we think the design of a chatbot fundamentally as its currently constructed today does not work for travel e-commerce.”

“we have hundreds of millions of reviews on Airbnb. And one of the things our guests told us is when they get to an Airbnb, it's great when they see like 100 reviews, it's awesome, but they don't have time to read all 100 reviews. So we now have AI summaries. And AI summaries are really great. We have filters, we have AI summaries. We're now using AI for matching. AI is really helping our search ranking and our relevance.”

“we hired Ahmad, our CTO, who was the leader of the Meta LLaMa model. So we are probably one of the only technology companies in the world certainly only in travel that has an AI-native person running as the entire technology stack.”

“AI feels like magic, but of course, it's not magic. Nothing is really magic. It just feels like it. And when you break AI under the hood, you realize that you need -- in order to be good at AI, you need to be really good at technology, foundational. You need to be really good data and infrastructure. So what we have been doing over the last few years is really getting our data warehouse really, really clean because your AI is only as good as your data.”

“AI can make it much easier to list your property. So right now, you have to type everything in, you type in your address, you type in your title, you have to type in your listed description. Eventually, I imagine a world where you can just say like, list my place, you put in your address, it can scrape information on the Internet. You can take photos. It can even write your description based on computer visioning of the photo.”

“we are -- as Brian has talked about extensively, we are obviously ramping up our use of AI internally. And so I would anticipate that, that is an expense that will ramp over the course of the year. And the way we've managed the P&L and delivered efficiencies over time, we have the ability to absorb that in the strong margin that we are confirming and updating here.”

“our strategy with AI is actually quite different than our competitors because many of our competitors decided to start top of funnel, where should I travel? We decided to start bottom of the funnel. The reason we decided to start with this is we want to focus on the hardest problem in AI, which we thought was customer service.”

“an engineer can spin up 10 agents. And those agents can work 24/7. I mean I'm kind of exaggerating a little bit. You have to be there to prompt them and the amount of work they can do without supervision isn't overnight, typically for most tasks, but you can see a huge amount of leverage.”

“I believe that over the next year, you can see a lot of innovation around AI search, AI-native interfaces. And I think not only can we solve this for home sharing, I think we can solve it for all parts of travel and maybe even parts of living.”

“Originally, we didn't have the resources to do all of the host API work we want to do. And now with AI, we're reevaluating how much productivity we have, and we're able to accelerate the development of this work.”

“I believe that's a pre-AI paradigm. I think post an AI paradigm that we're moving towards and this relates in a second to AI search is deep personalization, understanding every user, every member.”

“We'll continue to prioritize reinvestment to support further growth across the business, specifically on efficient marketing spend, international expansion and AI initiatives.”

“Finally, it's top of funnel, which you would call AI search. This is top of funnel. And this is what we're currently testing.”

“one of my principles is that Airbnb has to move at the speed of AI. AI, I think we should think of as an accelerant to everything. And we can think of it as a disruptive technology. I actually think of it more as an accelerating technology. I think the #1 characteristic of AI is speed. It just speeds every single thing up.”

“AI is one of the best things that have happened in Airbnb, and these are some of the reasons why.”