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Airbnb CEO Brian Chesky: AI now writes 60% of its new code; AI support bot now solves around 40% of customer problems without human intervention (piefed.world)

submitted 2 days ago* (last edited 2 days ago) by beep@piefed.world to c/technology@beehaw.org

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cross-posted from: https://piefed.world/c/tech/p/1097630/airbnb-ceo-brian-chesky-ai-now-writes-60-of-its-new-code-ai-support-bot-now-solves-aroun

AI is changing how we build and innovate. Nearly 60% of the code our engineers produce is now coauthored with AI—roughly twice the industry average, by our estimate. This isn’t just an efficiency story. It means our teams are shipping faster, iterating more quickly, and delivering more improvements to guests and hosts than we could before. We’re converting AI adoption into real product wins, and we’re just getting started.

The clearest example is customer support. For guests who contact support through our AI Assistant, over 40% of issues are now resolved without a human agent—up from roughly a third in Q4 2025—with significantly faster resolution times. We saw our cost-per-booking decrease about 10% year-over-year in Q1—a meaningful trajectory we expect to continue as we further improve AI customer support this year.

Source: Airbnb Q1 2026 Earnings Call(PDF), Page 4.

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[–] irotsoma@piefed.blahaj.zone 6 points 2 days ago

Damn I hate the chatbots though.

Just yesterday I was on a site to get some routine lab test results. There is no link for results on the hamburger menu or the top of the home page. There are a few links for things further down, one of which is "Test Results". But those all open the chat bot and ask it instead of just going to the page. However, it just offers some FAQs that I could find just as easily on the FAQ page. But it doesn't even link to any pages no matter what options you select whole chatting. I finally gave up and clicked the "Dashboard" link in the hamburger menu which I had originally assumed meant the homepage hoping I just missed something.

Turns out the "dashboard" is a separate page, and I still don't know if that's where results go because it just asked me to verify my identity and despite completing the identity verification successfully (twice) it still keeps saying I'm not verified.

So yeah, I completed my visit to the site while having accessed the chat bot for help and not interacting with a human, so it "solved" the issue in the sense that I no longer had any desire to get any additional information from them and just waited for my doctor to send the results. I was also never presented with an option to contact a human, nor would I consider it worth waiting on hold to call a call center to find the core info that the site should he helping people get.

So, poor web design and broken services both made me use the chatbot unwillingly and made me leave the site without human interaction, so I bet they'd consider it a win for them.