Airbnb launched its AI-powered search this week as part of its fall update. Co-founder and CEO Brian Chesky points out that current chatbot interfaces fall short for travel discovery, as they present a limited set of options one at a time. In a conversation with Chesky, he reiterated his stance that chatbots are not the best fit for e-commerce:
“I think that I’ve believed for a long time that a chatbot isn’t the right interface for e-commerce,” he said. “They give you a few options at a time, and you have to take multiple turns before reaching a result.” He also indicated that the evolving Airbnb search interface is still a work in progress, suggesting that the design will continue to adapt.
Chesky shared an intriguing insight from travel studies: people often find more joy in planning and anticipating a trip than in the trip itself. He emphasized the need to preserve the browsing experience, stating, “You don’t want to take the inspiration and the browsing and the library experience of dreaming away.” This focus on exploration highlights the limitations of chatbots, which he believes are designed for individual use rather than collaborative experiences.
Looking ahead, Chesky mentioned that Airbnb’s goal over the next three to six months is to explore “multiplayer” AI. This involves creating interfaces that multiple users can interact with simultaneously while planning a trip. He noted that other companies are also rethinking AI interfaces, with startups like Monogram and Wabi innovating with “generative” interfaces that allow AI to create screens on the fly.
“We want to make our app more agent-friendly,” he explained, suggesting that these agents could effectively generate leads. He envisions a future where the Airbnb app evolves into an agent itself, integrating various functionalities such as browsing, messaging hosts, and identity verification.
Chesky argued that many current applications rely on platforms like iOS and Windows, which do not specifically address AI needs. He argued that many current applications rely on platforms like iOS and Windows, which do not specifically address AI needs. “The problem is no one is developing a full operating system software developer kit,” he remarked. He referenced the challenges faced by ChatGPT’s early attempts to create an app store without the necessary infrastructure. “If you want to be an app store like the iPhone, you need to have a software developer kit and an operating system,” he added.
Chesky challenged the notion that the interface as we know it is disappearing, asserting that good design will always be essential. He also noted that while consumer AI holds promise, it hasn’t been fully realized yet. “For consumer AI to be cracked, we have to crack at a lower substrate,” he explained, suggesting that every app should evolve into an agent capable of interoperability.
Expressing skepticism about the future of apps in their current form, he highlighted the dominance of Apple and Google. “It’s really up to Apple or Google, or somebody, to build a new platform for us to really make the true shift from apps to agents,” Chesky asserted. Until then, traditional apps will likely incorporate agent functionalities without fully transitioning to a new model.
Chesky also discussed the increasing significance of voice interactions. As applications like Wispr Flow and Superwhisper gain popularity, he believes users will prefer speaking over typing. Airbnb plans to roll out voice agents this fall to assist users with search and customer service.
Chesky’s insights underscore a pivotal moment for AI development in consumer applications. The push for richer interfaces and a dedicated operating system for AI presents both challenges and opportunities for companies like Airbnb. As the landscape evolves, the line between traditional apps and AI agents will likely continue to blur, paving the way for new user experiences.
