Alibaba has been investing in its family of open language models for quite some time.qwen‘, which are gaining increasing acceptance between developers and users. Although OpenAI takes all the media glory with ChatGPT and the rest of the services, the Chinese firm is not short and already is overtaking him with some clients. The latest example: Airbnb, which has chosen to rely mostly on Alibaba’s Qwen AI model for its automated customer service, leaving ChatGPT in a secondary role.
Airbnb’s decision. Brian Chesky, co-founder and CEO of the tourist accommodation platform, explained Bloomberg this week that his company “heavily relies” on Alibaba’s Qwen model. As he admitted to the outlet, ChatGPT’s integration capabilities “are not quite ready” for Airbnb’s needs. On the other hand, Chesky assured that Qwen is “very good, fast and cheap.” It is curious, especially considering that Chesky is a personal friend of Sam Altman, head of OpenAI.
How the system works. Airbnb’s customer service agent, which the company deployed to all its users Americans in English last May, is built on 13 different AI models, including those from OpenAI, Google and open source providers. However, Chesky recognized that, although they use the latest OpenAI models, “we usually don’t use them much in production because there are faster and cheaper models.” Just like point the company, the system has allowed them to cut their human workforce by 15% and claims to have saved average resolution time, going from almost three hours to just six seconds.
Open source is gaining ground. Open source models, which developers can modify as they wish, are increasingly challenging closed systems like those from OpenAI. Although the company also has an open model (gpt-oss), Chinese tech companies are releasing models much faster, more cost-effectively, and open source. Joe Tsai, president of Alibaba, declared recently that the winner in AI should be determined by “who can adopt it the fastest,” not “who creates the most powerful model.”
A future integration with ChatGPT in the air. Although Airbnb is awaiting the development of ChatGPT app integrations and could consider a collaboration in the future, similar to those of its competitors Booking and Expedia, the platform is not currently among the first applications available on the OpenAI chatbot. Chesky even advised to OpenAI about its new ability for third-party developers to integrate their applications into ChatGPT, a feature that the company announced this month and which he described as a “developer preview.”
And now what. Airbnb plans expand its AI agent with support in Spanish and French this fall, and 56 more languages next year. Meanwhile, the company claims to be betting on new social functions to foster connections between users and improve travel recommendations within the application. For Chesky, these features are “probably the most differentiated part of Airbnb.”
Cover image | Unsplash (Oberon Copeland), Wikimedia
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