Airbnb is set to introduce AI technology, but not in the manner that consumers might have initially anticipated.

Rather than providing travelers with AI-powered planning and booking tools, the company plans to initially integrate AI into its customer support system, with the rollout expected to occur later this summer, as announced during its Q4 2024 earnings call on Thursday.

According to Airbnb co-founder and CEO Brian Chesky, AI is capable of excelling in customer service by speaking multiple languages and comprehending extensive documentation. Initially, the AI will function as a customer service agent, with its capabilities expanding over time.

While companies such as OpenAI, Google, and others are developing AI agents, Chesky believes the technology is still in its early stages and not yet suitable for use by Airbnb. However, he anticipates that AI will ultimately have a profound impact on the travel industry, even if it has not yet affected major travel platforms.

“My view on AI is that it’s still in its early days,” Chesky stated. “It’s comparable to the mid-to-late ’90s in terms of the Internet.”

He noted that other companies are working on AI-powered trip planning integrations, but he thinks it’s too soon for Airbnb to adopt this technology.

“I don’t think it’s ready for prime time just yet,” the CEO added.

As AI technology advances, Airbnb plans to expand its AI-powered customer service agent to enhance its search functionality and eventually become a “travel and living concierge,” according to Chesky.

In addition to customer service, the company reported minor productivity gains from utilizing AI for internal engineering purposes. However, Chesky advised caution, stating, “I don’t think it’s leading to a significant step-change in productivity just yet.”

In the near future, these gains could result in a moderate impact, such as a 30% increase in technology and engineering productivity, Chesky noted.

Airbnb did not disclose whether its use of AI would affect headcount, but CFO Ellie Mertz hinted at potential efficiencies in customer service, particularly.

“Looking ahead to ’25, I believe there are opportunities for incremental growth across our variable costs, such as payment processing and customer service, to become more efficient and drive margin expansion,” Mertz told investors.

Airbnb reported strong Q4 earnings, with shares increasing by 15% after exceeding earnings and revenue expectations. The company generated $2.48 billion in revenue, surpassing estimates of $2.42 billion, and earned 73 cents per share, exceeding the expected 58 cents.