Consumer AI needs practical apps, says Airbnb CEO Chesky

Airbnb CEO Brian Chesky has a blunt message for the AI industry: stop building tools that only enterprises love and start making products that regular people find useful. Speaking on the Power Players podcast, Chesky warned that public sentiment toward AI is turning negative and argued that the path to broader adoption runs through practical consumer applications, not deeper enterprise features.

The enterprise AI imbalance

Chesky noted that 159 out of 175 Y Combinator startups focus on enterprise AI, leaving consumer AI largely neglected. "We're getting really, really deep on enterprise, but there's been very little progress on consumer AI," he said. This imbalance shapes what products reach everyday users and, according to Chesky, is holding back broader adoption.

Why sentiment matters for builders

Surveys back up Chesky's concern. Two-thirds of people are not confident in how businesses use generative AI, and only 16% of Americans think AI will be a positive force for society. Chesky argues that building actually useful consumer AI products could undercut that negative sentiment. For AI builders, this means the market opportunity may be larger on the consumer side if you can demonstrate tangible value.

What Airbnb is doing differently

Airbnb acquired GamePlannerAI in November 2023 and now uses AI to handle about 45% of customer-service tickets. Chesky has called AI "the best thing that ever happened to Airbnb." The company is also reportedly starting a separate AI lab focused on design and UI. These moves show a commitment to embedding AI into consumer experiences rather than just back-end automation.

Practical takeaways for product teams

Chesky's advice: move beyond the chatbot model and build interfaces that solve concrete needs, like on-demand access to a doctor. He predicts a two- to three-year renaissance in consumer AI that could change daily life. For builders, this suggests rebalancing roadmaps to include consumer-facing AI features that address real pain points, not just enterprise efficiency gains.

Caveats

Chesky's predictions are his own and not backed by independent data. The timeline for a consumer AI renaissance is speculative. Airbnb's AI success metrics (45% ticket handling) are self-reported. The broader backlash may have multiple causes beyond lack of useful products, including rising prices and environmental concerns around data centers. Builders should treat this as a strategic signal, not a guaranteed market shift.

FAQs

Consumer AI refers to AI tools designed for everyday users, not just enterprises. Chesky argues that consumer AI products can shift sentiment and broaden adoption by solving practical, daily life needs like on-demand access to services. He believes the current enterprise-heavy focus is limiting progress.