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Task-Oriented Conversational AI in Airbnb Customer Support
How Airbnb is powering automated support to enhance the host and guest experienceGavin Li, Mia ZhaoCustomer 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, whic...