Airbnb says AI now handles nearly 30% of English-language support tickets in North America

Airbnb CEO Brian Chesky said the company’s AI agent is now handling nearly 30% of English-language customer support tickets in North America. He said during Airbnb’s Q4 2025 earnings call on February 12 that the company plans to expand AI support globally.^[1][2]

In a Q4 update, Airbnb said it is “integrating AI into” its app as part of a push toward a “more intelligent, more personalized Airbnb.” The company highlighted AI customer support and AI-powered search as two focus areas.

On customer support, Airbnb said AI-powered support has been rolled out for English, French, and Spanish-speaking users across the U.S., Canada, and Mexico. It said that when users message its AI assistant, about a third of issues are resolved without needing an agent, and it has seen a significant reduction in resolution time.

Customer support is one of the most common early deployments for AI systems because many requests are repeatable. Companies have been testing whether AI can resolve routine issues faster while routing more complex cases to human staff.

Chesky said that if the rollout is successful over the next year, Airbnb expects AI customer support to expand beyond chat to include voice, allowing customers to call and speak with an AI agent. He outlined what success would look like in 12 months: “significantly more than 30% of tickets will be handled by a customer service agent in many more languages… and AI customer service will not only be chat, it’ll be voice.”

Airbnb recently hired Ahmad Al-Dahle as chief technology officer.^[3] In the Q&A, Chesky described Al-Dahle as “one of the world’s leading AI experts,” noting he spent 16 years at Apple and most recently led Meta’s generative AI team associated with the Llama model family.

Chesky did not share satisfaction data comparing AI-resolved and human-resolved tickets. He did say Airbnb’s overall customer service Net Promoter Score is “the strongest it’s been since the pandemic by far, and it’s accelerating.”

Customer support is a core operational function for large consumer platforms. If AI can reliably handle a meaningful portion of support tickets, it can reduce resolution times for routine issues and lower the workload on human agents.

For Airbnb, support also touches disputes, safety concerns, refunds, and host-guest coordination. That makes the quality of AI handling as important as the volume it can take on.

The shift also reflects a broader push among travel platforms to apply AI in high-volume customer interactions. Expedia Group has described AI-powered service agents,^[4] while Booking.com has launched agentic AI tools for partner messaging and customer-facing trip support, including voice support with handoff to human agents.^[5]

Airbnb said it expects to roll out AI customer support globally later this year, but it did not provide a detailed rollout schedule on the call.