Airbnb's Head of Digital Experience, Hanlin Fang | The Future of Support: Human-AI Collaboration

Airbnb is an extremely complex business model with an even more intertwined customer service org. With a staggering 150 million users encompassing both guests and hosts, the challenges faced by their customer support team are nothing short of staggering. The magnitude of their customer base is just the beginning; the diversity and sheer scale of potential customer service issues are nothing short of mind-boggling. From missing towels in a rental unit to unresponsive hosts, rowdy guests throwing parties, and stranded travelers unable to access their rooms at 2 a.m., the list of scenarios seems endless. How does an organization build a team and systems to support these customer service issues? How do they ensure that their thousands of agents are well-versed in the policies governing their 7 million active listings? How can AI and automation help tackle this unique issue? Join Gadi Shamia has he interviews Airbnb's Head of Digital Experience & Intelligence Platform Products. Together, they uncover the secrets behind Airbnb's customer service prowess and the innovative solutions driving its success.