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Airbnb CEO Brian Chesky on early rejection, customer focus & AI’s future in hospitality | E1735
This Week in Startups
Why Airbnb can’t prioritize AI yet
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AI is seen as a big opportunity for Airbnb, but the company believes that it cannot prioritize AI until people love its core service. To understand what people want fixed, Airbnb created a blueprint of every complaint and mapped social media posts, customer calls, and interviews with customers onto this blueprint. By prioritizing the top issues identified, Airbnb aimed to fix what people wanted before exploring new ideas. Additionally, Airbnb recognized the need to revive its original idea of people staying with each other in their homes and reinvest in this core idea. The ultimate goal was to make people feel heard and listened to.
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