TechMarge has learned that Airbnb is stepping deeper into artificial intelligence, with plans to embed large-language-model (LLM) features directly into its platform. CEO Brian Chesky confirmed the move during the company’s fourth-quarter earnings call, outlining how AI will transform search, trip planning, hosting tools, and internal operations.
AI-Native Experience Takes Shape
Chesky said the company aims to build an AI-native app that understands user preferences rather than simply responding to keyword searches. The upcoming features will help travelers plan entire trips, assist hosts in managing listings more effectively, and improve operational efficiency at scale.
The strategy expands Airbnb’s use of LLMs across customer discovery, support, and engineering workflows. According to leadership, smarter automation should improve both user experience and backend productivity.
Conversational Search Moves Into Testing
Airbnb has already started testing a new natural-language search feature. This tool lets users ask detailed questions about destinations or properties instead of relying on filters alone. Early trials show the feature evolving toward a more intuitive, conversational discovery experience that continues throughout the travel journey.
The platform already uses an AI-powered customer service bot for personalization and communications. The new search layer will extend those capabilities and potentially reshape how travelers explore accommodation options online.
Sponsored Listings Not Immediate Priority
Analysts asked whether AI search results might include sponsored property placements. Chesky responded cautiously, stressing that design quality and user experience come first.
He noted that only a small share of traffic currently accesses AI search while teams experiment with conversational functionality. Over time, Airbnb may test sponsored listings that fit naturally into conversational search results, but the company plans to refine usability before monetization.
CTO Appointment Signals Stronger AI Focus
Airbnb also plans to leverage expertise from its new CTO, Ahmad Al-Dahle, who previously worked on AI systems at Meta. Leadership expects his background in large-scale AI models to help the company unlock insights from identity data, reviews, and behavioral signals.
Executives believe deeper data integration could improve recommendations, trust systems, and host performance analytics across the platform.
AI Customer Support Expands Rapidly
The company reported strong early results from its AI customer support chatbot, first launched in North America last year. The bot now resolves roughly one-third of customer issues without human intervention.
Airbnb plans to expand language coverage and introduce voice-based AI support. Chesky said future updates will allow customers to speak directly with AI agents, making support faster and more accessible worldwide.
If development continues successfully, significantly more than 30% of support requests could move to AI handling within the next year.
Internal AI Adoption Also Growing
Airbnb already sees widespread internal AI adoption. Around 80% of its engineers actively use AI coding and productivity tools, and leadership aims to reach full adoption soon. The company believes this shift will speed product development and improve operational efficiency.
Strong Financial Results Back Strategy
The AI expansion comes alongside solid financial performance. Airbnb reported fourth-quarter revenue of $2.78 billion, marking a 12% year-over-year increase and surpassing market expectations.
Bottom Line
Airbnb’s latest AI push signals a broader transformation rather than a simple feature rollout. By blending conversational search, smarter hosting tools, and AI-driven customer support, the company aims to reshape digital travel planning while strengthening operational efficiency.
For travelers, hosts, and tech watchers alike, Airbnb’s next phase could redefine how AI integrates into everyday travel experiences.
