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Airbnb Expands AI Assistant Features, Cuts Support Costs and Lifts Bookings

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Airbnb CEO Brian Chesky said AI is accelerating the company’s customer experience initiatives, including AI-generated listings and review highlights, and plans to launch an AI home comparison tool later this year. Over the same six-month period last year, Airbnb increased shipped features and improvements by nearly 80%. Gross booking value rose 16% to $27.2 billion, first-time bookers grew 11%, and customer support cost per booking fell about 16% in Q2, attributed in part to the AI assistant.

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