CEO of Airbnb, Brian Chesky, recently said in an interview that the company has not yet integrated its own app with OpenAI's ChatGPT, due to "its connection tools are still not mature enough." Chesky stated frankly, "I think it's not ready yet." He pointed out that Airbnb is a user community based on an identity verification system, and for seamless operation in the ChatGPT environment, OpenAI needs to first build a more robust platform support.

Airbnb

Chesky emphasized that Airbnb will continue to monitor the development of the ChatGPT ecosystem and does not rule out the possibility of integrating with OpenAI in the future, following the collaboration models of Booking Holdings or Expedia Group when the time is right. It is reported that he has a close relationship with Sam Altman, CEO of OpenAI, and has previously provided suggestions on the third-party developer features of ChatGPT. However, Airbnb's name did not appear on the list of available external applications released by OpenAI earlier this month.

At the same time, Airbnb is accelerating its internal AI technology layout. The company announced on Tuesday local time that it has fully upgraded its AI customer service system within the app, allowing users to complete more operations without human intervention. This system was fully launched in the United States in May and supports core functions such as automatic modification or cancellation of orders. Airbnb said that since the introduction of the intelligent agent, the demand for human customer service has decreased by 15%, and the average response time has been shortened from nearly 3 hours to just 6 seconds.

Chesky revealed that this AI customer service system is supported by 13 different models, including solutions from OpenAI, Alibaba, Google, and several open-source providers. "We rely largely on Alibaba's Qwen model, which performs well and is more cost-effective," Chesky said. "OpenAI's models are also used, but to a more limited extent because there are faster and more economical alternatives."

Industry analysts believe that Airbnb's current strategy is more inclined towards parallel use of multiple models and cost optimization, rather than relying entirely on a single vendor. As the platform capabilities and API ecosystem of ChatGPT continue to evolve, there is still potential for further collaboration between Airbnb and OpenAI in the future.