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

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Dialed In

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22 episodes

4 days ago

AI is changing the way billions of consumers experience their everyday products and services. And tomorrow’s customer service blueprint is still being written. Tune in to the Dialed In podcast, hosted by Gadi Shamia, for thought-provoking conversations with industry experts on the current, and future, state of CX.

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Management

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

Dialed In

36 minutes 10 seconds

2 years ago

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.