
Listening, Learning, and Helping at Scale: How Machine Learning Transforms Airbnb’s Voice Support ExperienceA look into how Airbnb uses speech recognition, intent detection, and language models to understand users and assist agents more effectively.By Yuanpei Cao, Heng Ji, Elaine Liu, Peng Wang, and Tiantian ZhangAt Airbnb, we aim to provide a smooth, intuitive, and helpful community support experience, whether it’s helping a guest navigate a booking change or helping a host with a listing issue. While our Help Center and customer support chatbot helps resolve many inquiries efficiently, some users prefer the immediacy of a voice conversation with a support representative. To make these int…
2 days, 13 hours назад @ medium.com