Text-based AI chatbots are unlikely to become the dominant interface for travel and e-commerce, according to Airbnb Inc.
"I do not think a chatbot is the right interface for travel or e-commerce," he said on the technology podcast "TBPN" released on May 8. He said current AI interfaces struggle with comparison shopping and collaborative planning.
Instead, future AI products will need to be more visual and interactive, Chesky said.
Why Chesky Thinks Chatbots Fall Short
Travel planning often requires consumers to browse photos, maps and multiple options at once, something Chesky said current chatbot interfaces handle poorly.
"The first problem is that it's text-based. Photos are an afterthought," Chesky said on the podcast. He added that users cannot easily compare options or move through listings the same way they can in traditional consumer apps.
Chesky said future AI products will likely be more visual and interactive. "I think there's a much more immersive way to do that," he said of AI-assisted vacation planning.
A Consumer AI Shift Could Be Coming
Chesky said the AI industry is currently focused on enterprise software, coding tools and infrastructure rather than consumer products.
"Almost every AI company is enterprise company," Chesky said on the podcast, adding that many startups are pursuing similar business models because enterprise AI monetizes faster.
Much of the current AI boom has revolved around enterprise productivity tools, coding assistants and business automation software as companies seek to monetize generative AI, according to media reports. Productivity gains are often strongest when AI is embedded into structured enterprise workflows with human oversight, according to Boston Consulting Group.
At the same time, Chesky said consumer-focused AI products remain a major opportunity. "I think in the next two years, you're going to see a massive revolution in consumer," he said.
Why Consumer AI Has Lagged
Many AI products still struggle to create engaging consumer experiences despite rapid advances in the underlying technology, Chesky said.
He said the industry has become heavily engineering-driven, with fewer designers and creative teams helping shape how consumers actually interact with AI products.
"I'm really worried that an entire generation of designers, artists and creative people are going to decide to kind of sit out AI," Chesky said.
