Airbnb has been deliberate in introducing AI capabilities to its platform, but CEO Brian Chesky announced on Friday that the company is now moving to integrate features driven by large language models. These enhancements will assist users in finding listings, organizing their travels, and supporting hosts with property management.

During the company’s fourth-quarter earnings call, Chesky explained that Airbnb aims to expand its use of large language models across customer discovery, support, and engineering. “We are creating an AI-native experience where the app doesn’t just perform searches—it understands you. It will guide guests through planning their entire journey, help hosts operate their businesses more effectively, and enable the company to run more efficiently at scale,” he stated.

Separately, the company mentioned it is trialing a new functionality that allows users to pose natural language questions about properties and destinations. At present, Airbnb provides an LLM-powered customer service bot for certain personalized interactions and communications. This AI search tool is anticipated to “develop into a more thorough and intuitive search experience that covers the full trip.”

When an analyst inquired about potential sponsored property placements within AI search results, Chesky emphasized that Airbnb’s priority is refining the design and user experience first. “AI search is currently active for a very small portion of traffic. We are conducting extensive experiments. Gradually, we will test making AI search more conversational, extend its integration beyond trip planning, and eventually explore sponsored listings as part of that evolution,” Chesky noted. He added that the company would consider designing an advertisement format that aligns with conversational search interactions.

Chesky also highlighted that Airbnb intends to leverage the AI expertise of its new Chief Technology Officer, Ahmad Al-Dahle—who previously contributed to Meta’s Llama models—to utilize its extensive identity and review data, making the app more practical for users.

The company reported that its AI-powered customer support bot, introduced in North America last year, now resolves one-third of customer issues without human assistance. Chesky outlined plans to allow customers to contact the AI bot via voice calls and to broaden language support in customer service. “A year from now, if we succeed, well over 30% of support tickets will be managed by a custom service agent, in many more languages, matching all the languages where we currently have live agents. AI customer service will expand beyond chat to include voice interactions,” he said.

Internally, Airbnb is also focusing on increasing AI adoption. The company noted that 80% of its engineers currently use AI tools, with a target of reaching 100%.

In its fourth-quarter financial results, Airbnb posted revenue of $2.78 billion, exceeding expectations and marking a 12% increase compared to the same period last year.