Airbnb Launches AI-Powered Group Booking and Customer Service Features

Airbnb Introduces Group Booking Features and Iconic Experiences in Summer Release

Airbnb’s summer release is focusing on enhancing the group booking experience and introducing a new category called “Icons,” featuring unique experiences hosted by celebrated personalities from various fields.

Group Booking Made Easier

The platform is rolling out features to simplify the process of booking trips for groups. Users can now create shared wishlists and invite friends or family to collaborate on the selection process. Group members can add properties to the list, leave notes, and vote on their preferred choices.

Once the primary member books the property, they can send out invitations to the group with a digital postcard containing all the necessary details, such as the address, check-in instructions, and Wi-Fi passwords.

Improved Communication with Hosts

Airbnb is also introducing a new message tab where all travelers can chat with the host and react to messages. Hosts can leverage AI-powered suggestions to quickly respond to common questions, like sending guests the property’s checkout guide.

According to Nathan Blecharczyk, Airbnb’s co-founder and chief strategy officer, the group features were developed in response to the fact that over 80% of trips on the platform involve more than one person, and there is often a significant amount of back-and-forth communication between group members when making decisions.

Iconic Experiences and Host Earnings Dashboard

In addition to the group booking features, Airbnb is launching a new experience category called “Icons.” This category will showcase unique properties and experiences, such as living room sessions with Doja Cat, staying at the X-Men mansion, visiting the Ferrari museum, or exploring Prince’s Purple Rain House. These exclusive experiences will be available for a limited time, and interested users will need to apply to participate. Airbnb plans to accept 4,000 people across 11 experiences.

The platform is also releasing a new earnings dashboard for hosts, providing them with better insights into their performance.

The Future of AI on Airbnb

Airbnb is exploring the use of AI in various aspects of its platform. In a conversation with The Zero Byte, Blecharczyk mentioned that the company is testing AI-powered responses for customer support in limited production, ensuring that customers are routed to the right agents or have their tickets automatically resolved with AI-generated responses.

“We have a lot of reviews, and we sit on top of a lot of customer service data. So we are thinking about how we can use AI to succinctly give a better picture of a listing and its information.”

While the company has not shared specific details about its AI roadmap, Blecharczyk emphasized the potential for applying AI to enhance the consumer experience over time. Airbnb’s acquisition of GamePlanner, a stealth startup launched by Siri co-founder Adam Cheyer, is part of the company’s plan to create an “ultimate concierge” using AI technology.