Airbnb Rolls AI Customer Support to North America, Targets Global Deployment

Airbnb is expanding its AI customer support to handle roughly a third of inquiries in the U.S. and Canada, with a plan to roll the feature globally. The company expects within a year more than 30% of all support tickets to be managed by AI in all languages where human agents are also employed. CEO Brian Chesky said the move is expected to reduce operational costs and improve service quality. The rollout follows the hiring of CTO Ahmed Al-Dahle, an AI leader from Meta, to build an AI-native experience layered over Airbnb’s existing platform, leveraging its 200 million verified identities and 500 million proprietary reviews. Financials for Q4 2025 show revenue of $2.78 billion, above estimates, and the company forecasts 2026 revenue growth in the low double digits. It projects first-quarter revenue of $2.59B–$2.63B, exceeding $2.53B forecasts. The company reported 80% of its engineers already use AI tools, with the goal of reaching 100% soon.