Airbnb CEO Brian Chesky has stated that AI chatbots like ChatGPT, Claude, and Perplexity have significant potential, but it's premature to consider them replacements for Google. AI is useful in customer service, but it will take time to reach the level of a search engine.
ChatGPT: Amidst the rising popularity of Artificial Intelligence (AI) chatbots, the question of whether tools like ChatGPT, Claude, and Perplexity will one day surpass search engines like Google is being widely discussed. Airbnb CEO Brian Chesky has offered a clear opinion on this debate. He believes that while AI chatbots have immense potential, it is too early to call them the 'new Google'.
AI's Capabilities and Limitations
According to Brian Chesky, AI chatbots are proving to be very helpful in customer service, personalization, and interactive support, but they are not yet a comparable alternative to Google.
He said in a conversation with investors:
'I don't think we should call them the 'new Google' yet. Google's search ecosystem, data coverage, and referral power are currently far ahead of chatbots.'
Why Can't AI Replace Google Yet?
- Difference in Data Coverage – Google has a real-time and comprehensive web index, while AI chatbots' knowledge base is updated periodically and remains limited.
- Lack of Referral Traffic – Websites and online businesses depend on traffic coming from Google. Chatbots cannot currently redirect traffic in such volumes.
- Lack of Proprietary Technology – Models like ChatGPT are available as open APIs, which can be used by other companies, including Airbnb.
- Need for Customization – The real power of AI emerges when the model is fine-tuned to a specific application and user experience.
Use of AI in Airbnb
Airbnb has actively incorporated AI into its platform in recent years. In the US, the company's AI customer service agent is now reducing cases where customers need to speak to a human agent by up to 15%.
- It has been trained on data from millions of customer interactions.
- Currently, it is only available in English, but it will be introduced in other languages in 2025.
AI Agent to Become Smarter in the Future
Airbnb aims to make its AI agent more personalized and autonomous by next year. For example:
- If a user wants to cancel a reservation, the agent will not only explain the method but also complete the cancellation process itself.
- It will help customers plan their trips, make bookings, and provide travel suggestions.
Growing Role of AI in Customer Service
Chesky believes that AI chatbots are changing the way companies interact with customers. While previously an agent could only speak to one customer at a time, an AI chatbot can interact with thousands of users simultaneously.
- Speed: Replies in seconds
- Availability: 24/7 service
- Cost Reduction: Lowering operation costs compared to human agents
