Airbnb CEO Says 'AI Agents Are Not Yet the New Google'
While Airbnb reported earnings that exceeded market expectations for the second quarter of 2025, its stock price fell due to a forecast of slowing growth in the second half of the year. At this juncture, CEO Brian Chesky shared his views on AI strategy with investors, stating that it is 'premature to view AI agents as the new Google.' This article provides a detailed explanation of his remarks, the background, and the direction of Airbnb's AI utilization.
1. Why they are not the 'new Google'
1-1. Non-exclusivity of models
Chesky pointed out that 'the models that power ChatGPT are not exclusive to Airbnb and can be used by other companies via API.' In other words, they cannot become a unique source of traffic like a search engine, and competitors have access to the same technology.
1-2. The key to success is customization
He also expressed the view that 'having a superior model is not enough; it is important to tune it for specific purposes and build a dedicated interface.' This reflects the idea that designing AI for specific use cases, rather than using general-purpose AI, is the source of competitive advantage.
2. Airbnb's AI use cases
2-1. Automation of customer support
Airbnb introduced an AI customer service agent in the U.S., reducing the rate at which guests contact human representatives by 15%. Chesky emphasized that this field is more difficult than travel planning, noting that 'AI must be accurate and always helpful, so hallucinations are not permitted.'
This agent combines 13 different models and has been trained on tens of thousands of conversation data points. Currently, it only supports English, but it will be expanded to multiple languages within the year, and next year, it is scheduled to implement an 'agent-type' feature capable of automatically processing booking cancellations and travel plans.
2-2. AI integration into search functions
Airbnb plans to introduce AI into its search function next year. The policy is to provide a more personalized search experience, making it easier for users to find destinations and accommodations.
3. Relationship with third-party AI
Currently, direct integration with external AI agents is undecided, and an Airbnb account is still required for bookings. Chesky stated that this allows them to avoid the 'commoditization' seen in areas like flight bookings, and he positions AI strictly as a 'promising lead generation tool.'
4. Financial performance and market reaction
Airbnb reported revenue of $3.1 billion and EPS of $1.03 for the second quarter, exceeding expectations. However, the stock price fell after a forecast of slowing growth in the second half was provided. This is attributed to a temporary slowdown in travel demand and currency factors.
5. Future outlook
Airbnb plans to use AI not just as a cost-cutting tool, but for innovating the customer experience and automating the booking process. In the current environment where AI lacks exclusivity, 'use-case-specific design' and 'differentiation at customer touchpoints' will be the keys to competitiveness rather than model selection.
Chesky concluded by saying:
'What matters is that Airbnb remains the 'first place' for travel bookings. We are positive about AI integration, but we want to lead that strategy ourselves.'
Looking at this trend, it is clear that Airbnb is not passively riding the AI wave, but is steering toward building its own AI ecosystem specialized for the travel industry.
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