Airbnb launches new group booking features leveraging AI for customer service

Airbnb, the popular worldwide accommodation booking platform, has announced the introduction of new group booking features, leveraging artificial intelligence to enhance the experience of its customers. These new features allow users to create shared wish lists and send travel invitations to group members, providing details about selected properties. In addition, Airbnb has launched a new category called “Icons,” which offers experiences hosted by celebrities from the worlds of music, film, television, and sports.

New group booking features

Airbnb’s group booking features were developed to meet the travel needs of groups, which account for more than 80 percent of bookings on the platform. Users can now create shared wish lists with friends or family, add properties to the list, leave notes about the property, and vote to choose the best reservation. After making a reservation, the main member of the group can invite others to travel with a post card that contains all the necessary information, such as address, check-in instructions, and Wi-Fi passwords.

Improved communication and AI support

Airbnb also introduced a new message board where all travelers can communicate with the host and respond to messages. Hosts also can use AI-based suggestions to answer guest questions, such as sending guests the property’s check-out guide. Nathan Blecharczyk, co-founder and chief strategy officer of Airbnb, pointed out that these AI-powered features were developed to simplify customer support and direct inquiries to the right agents or solve problems automatically.

“Icons”: unique experiences with celebrities

In addition to group booking features, Airbnb has launched a category called “Icons” that offers exclusive experiences hosted by celebrities. These experiences include visits to iconic locations such as the X-Men’s mansion, the Ferrari museum, the home of Prince’s “Purple Rain,” and living room sessions with Doja Cat. However, these experiences will only be available for a limited time and users will need to submit a request to participate. Airbnb plans to accept only 4,000 people in 11 experiences.

The use of AI on Airbnb.

In a conversation with TechCrunch, Airbnb CEO Brian Chesky mentioned that the company is testing AI-generated review summaries. Although Airbnb has not yet publicly announced these features, Blecharczyk confirmed that AI will be used in various areas, including customer support. The goal is to optimize customer support by directing requests to the right agents or automatically resolving problems with AI-generated responses. Blecharczyk also emphasized the potential of AI in providing a more comprehensive view of properties and related information through analysis of the many reviews and customer service data.

Conclusions

With the introduction of new group booking features and the use of AI to improve customer support, Airbnb demonstrates its commitment to providing increasingly personalized and satisfying travel experiences. The new features enable groups to travel in a more organized and collaborative way, while AI simplifies communication with hosts and answers customer questions efficiently. In addition, “Icons” experiences offer travelers the opportunity to experience unique moments accompanied by celebrities. With these innovations, Airbnb confirms itself as one of the most cutting-edge booking platforms in the tourism industry.

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