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10 months ago
Task-Oriented Conversational AI in Airbnb Customer Support


How Airbnb is powering automated support to enhance the host and guest experience.

Customer Support (CS) can make or break a guest’s travel experience. To support Airbnb’s community of guests and Hosts, we have been investing heavily in developing intelligent CS solutions leveraging state-of-the-art natural language processing (NLP), machine learning (ML), and artificial intelligence (AI) technologies.

In this blog post, we’ll introduce the automated support system at Airbnb, which employs the latest task-oriented conversational AI technology, through the lens of a recently launched feature called Mutual Cancellation. We will describe in detail how we framed the business problem as an AI problem, how we collected and labeled training data, how we designed and built the ML models, and how the models were deployed in the online system. Throughout each step, we’ll discuss some technical challenges we faced during this project and the solutions we innovated to address these challenges.

A Case Study: Mutual Cancellation

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