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Airbnb Chooses Alibaba’s Open-Source AI over ‘Not Ready’ ChatGPT

Airbnb postponed ChatGPT integration citing platform readiness and expanded its AI customer service, reducing live support needs by 15%, with more languages coming soon.

Airbnb ‘relies heavily’ on Alibaba’s Qwen models to power its AI customer service agent, CEO Brian Chesky says.

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Los Angeles Times broke the news in Los Angeles, United States on Tuesday, October 21, 2025.
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