内容来源：https://techcrunch.com/2026/02/13/airbnb-says-a-third-of-its-customer-support-is-now-handled-by-ai-in-the-u-s-and-canada/

内容总结：

爱彼迎（Airbnb）近日宣布，其自主研发的人工智能客服系统已在北美地区处理约三分之一的客户支持请求，并计划向全球市场推广。公司预计，若进展顺利，一年后其全球客服工单中将有超过30%由AI通过语音和聊天方式处理，覆盖所有现有客服语言。

首席执行官布莱恩·切斯基在财报电话会议上表示，这一变革“将产生巨大影响”，不仅能降低客服成本，还将“显著提升服务质量”。他暗示AI在某些问题上可能比人工客服表现更优。公司近期还从Meta挖角人工智能专家艾哈迈德·阿尔达勒出任首席技术官，以推动打造“AI原生”体验。

切斯基透露，在新CTO的带领下，爱彼迎正开发一款“懂你”的智能应用，不仅能帮助旅客规划完整行程、协助房东优化运营，还将提升公司整体运营效率。他强调，爱彼迎拥有的2亿已验证用户身份和5亿条独家评论构成其独特数据壁垒，这是通用聊天机器人无法复制的。

财报数据显示，爱彼迎第四季度营收达27.8亿美元，高于市场预期。公司预计今年营收将实现“低双位数增长”，本季度营收指引亦超出华尔街预测。针对投资者对AI平台可能进军短租市场的担忧，切斯基指出，爱彼迎的核心优势在于其历经18年构建的完整生态体系，包括房东端应用、客服系统及保险验证等保障措施。

目前，爱彼迎已在小范围测试对话式AI搜索功能，未来计划在搜索结果中整合推广房源。公司内部AI应用亦快速推进，80%的工程师已使用AI工具，并计划近期实现全员覆盖。切斯基认为，AI驱动的流量转化率高于传统搜索引擎渠道，将为平台带来增长新动能。

中文翻译：

爱彼迎表示，其自主研发的人工智能客服目前已在北美地区处理约三分之一的客户支持问题，并准备将这一功能推广至全球。该公司相信，若进展顺利，一年后其全球客服工单中将有超过30%通过人工智能语音和聊天系统处理，覆盖所有提供人工客服的语言区域。

首席执行官布莱恩·切斯基在本周财报电话会议上表示："我们认为这将产生巨大影响，因为这不仅能降低爱彼迎客服的运营成本，服务质量也将迎来质的飞跃。"此番言论似乎暗示他认为人工智能在某些问题的处理上能比人工客服做得更好。

公司还大力宣传近期聘请的首席技术官艾哈迈德·阿尔达勒——这位从Meta挖来的AI专家将引领平台打造原生人工智能体验。切斯基指出，在他的指导下，爱彼迎即将推出一款"懂你"而不仅是简单搜索的应用程序。

"它将帮助旅客规划完整行程，协助房东优化经营，并推动公司实现规模化高效运营。"切斯基解释这正是聘请阿尔达勒的原因，"他是全球顶尖的AI专家，曾在苹果工作16年，最近更在Meta领导开发Llama模型的生成式AI团队。他擅长将大规模技术部署与世界级设计相结合，这正是我们重塑爱彼迎体验的关键。"

与其他积极拥抱AI变革的企业类似，爱彼迎管理层强调其拥有独特的数据壁垒与产品生态。切斯基向分析师表示："普通聊天机器人没有我们2亿已验证身份用户和5亿条独家评价，也无法像我们平台90%的房客那样直接联系房东。"他提出将AI深度融入爱彼迎生态的理念，称这将加速业务增长。

财报显示公司第四季度营收达27.8亿美元，高于27.2亿美元的市场预期。今年全年营收预计将实现"低双位数增长"，本季度营收指引26.3-26.9亿美元也超过华尔街25.3亿美元的预测值。

针对投资者对AI平台可能进军短租市场的长期风险担忧，切斯基回应称爱彼迎不仅是面向消费者的应用，还包含房东端应用、客服体系以及保险与用户验证等保障机制。"我们历时18年构建这个体系，平台年支付处理规模超1000亿美元。"他补充说AI聊天机器人实际上发挥着类似搜索引擎的引流作用，且转化率高于谷歌流量，AI转型将对公司产生积极影响。

目前爱彼迎已在"极小比例"的流量中测试对话式AI搜索功能，未来计划在搜索结果中整合推广房源。相较于Spotify宣称其顶尖开发者借助AI实现"零代码编写"的激进表态，爱彼迎给出了更宏观的AI应用指标：公司80%的工程师已使用AI工具，并正全力推动该比例尽快达到100%。

英文来源：

Airbnb says its custom-built AI agent is now handling roughly a third of its customer support issues in North America, and it’s preparing to roll out the feature globally. If successful, the company believes that in a year’s time, more than 30% of its total customer support tickets will be handled by AI voice and chat in all the languages where it also employs a human customer service agent.
“We think this is going to be massive because not only does this reduce the cost base of Airbnb customer service, but the quality of service is going to be a huge step change,” CEO Brian Chesky said during the company’s fourth-quarter earnings call this week. This seems to suggest he believes the AI would do a better job than its human counterparts in resolving some issues.
The company also touted its recent hire of CTO Ahmad Al-Dahle, poached from Meta for his AI expertise, and its plans to create an AI-native experience.
With his guidance, Chesky said that Airbnb was poised to introduce an app that doesn’t just search for you, but one that “knows you.”
“It will help guests plan their entire trip, help hosts better run their businesses, and help the company operate more efficiently at scale,” Chesky explained, adding that’s why Airbnb brought Al-Dahle on board.
“Ahmad is one of the world’s leading AI experts. He spent 16 years at Apple, and most recently led the generative AI team at Meta that built the Llama models. He’s an expert at pairing massive technical scale with world-class design, which is exactly how we’re going to transform the Airbnb experience,” Chesky noted.
Like other businesses poised for disruption by AI, Airbnb’s leadership is pushing the idea that it has a unique database and product that other AI chatbots can’t replicate.
“A chatbot doesn’t have our 200 million verified identities or our 500 million proprietary reviews, and it can’t message the hosts, which 90% of our guests do,” Chesky told analysts during the earnings call. Instead, he pitched the idea of layering AI over the Airbnb experience, which he claimed would help to accelerate growth.
The company forecast revenue growth would be in the “low double digits” this year, after pulling in $2.78 billion in the fourth quarter, above estimates of $2.72 billion. This quarter, it expects revenue of $2.59 billion to $2.63 billion, above Wall Street forecasts of $2.53 billion.
Investors still wanted to know if AI platforms could be a risk in the long-term, assuming they moved into the short-term rentals market. Chesky, however, pushed back at that idea, saying that Airbnb isn’t just the consumer-facing app; it’s also the host app, the customer service, and the protections it offers, like insurance and user verifications.
“We’ve built this over 18 years. We handle more than $100 billion in payments through the platform,” he said.
Meanwhile, AI chatbots serve a function similar to search, in that they deliver top-of-funnel traffic, he noted. That traffic also converts at a higher rate than traffic from Google, Chesky pointed out, suggesting that the shift to AI would benefit Airbnb.
The company is already using AI to power its search, with the feature now enabled for a “very small percentage” of Airbnb’s traffic, while it experiments with making its search more conversational. Later, the company plans to integrate sponsored listings within search.
While Spotify this week told investors its best developers hadn’t written a single line of code since December, thanks to AI, Airbnb offered a more high-level metric on its own internal AI adoption. The company said that 80% of its engineers now use AI tools, and it’s working to get that to 100% soon.