Airbnb Launches New Group Booking Features and Explores AI for Enhanced Customer Service

Airbnb typically unveils a plethora of updates for guests during its summer releases, with only a few tweaks for hosts. This time, however, the focus is on group booking enhancements and a new category called “Icons,” featuring experiences hosted by renowned figures from music, film, TV, and sports.

The group booking features, accessible to all users, enable the creation of shared Wishlist’s and trip invitations with property details. Users can now invite friends or family to a Wishlist through phone contacts or a link. Group members can add properties, leave notes, or vote on them for booking decisions.

After booking, the primary member invites others to travel with them via a postcard with trip details. A new message tab allows all travelers to chat with the host, and hosts can use AI suggestions to respond to messages, including sending property information.

Nathan Blecharczyk, Airbnb’s co-founder, highlighted that over 80% of trips on the platform involve more than one person, emphasizing the need for group features due to significant decision-making interactions within groups.

In addition to group features, Airbnb introduces a new earnings dashboard for hosts and the “Icons” category, offering unique experiences like the X-Men mansion and living room sessions with Doja Cat. These experiences require application and are available for a limited time, accommodating 4,000 people across 11 experiences.

AI Implementation at Airbnb

Last November, Airbnb CEO Brian Chesky hinted at AI-powered review summaries. While not publicly announced, Blecharczyk mentioned AI’s broader use, including customer support streamlining.

“We increasingly use AI to streamline customer support, routing customers to the right agents or automatically resolving tickets with AI-generated responses,” said Blecharczyk.

AI responses are limited to certain scenarios, with ongoing testing in customer support. Blecharczyk emphasized AI’s potential in enhancing the customer experience, leveraging the platform’s vast review and service data.

In November 2023, Airbnb acquired GamePlanner, a startup by Siri co-founder Adam Cheyer, indicating a move toward creating an “ultimate concierge.” AI-powered replies mark Airbnb’s initial step in this direction, enhancing customer query resolution.