Customer Support

Airbnb Technology Team

May 23, 2023 · Artificial Intelligence

Applying Text Generation Models to Scalable Customer Support at Airbnb

Airbnb replaced its XLM‑RoBERTa ranking with an MT5 encoder‑decoder for content recommendation, built a real‑time generative assistant for reply suggestions and intent detection, and deployed a T5‑based paraphrase chatbot, showing that large‑scale pre‑trained transformers improve relevance, agent efficiency, and user satisfaction.

AIAirbnbCustomer Support

0 likes · 12 min read

Applying Text Generation Models to Scalable Customer Support at Airbnb

Airbnb Technology Team

Nov 11, 2021 · Artificial Intelligence

Airbnb’s Task‑Oriented Dialogue System for Mutual Cancellation: Architecture, Data Collection, Modeling, and Deployment

Airbnb’s ATIS task‑oriented dialogue system for Mutual Cancellation combines hierarchical domain classification, Q&A‑style intent annotation, large‑scale RoBERTa pre‑training with multilingual fine‑tuning, multi‑turn context handling, GPU‑accelerated inference, and contextual‑bandit reinforcement learning to deliver a scalable, efficient customer‑support solution.

AICustomer SupportGPU deployment

0 likes · 22 min read

Airbnb’s Task‑Oriented Dialogue System for Mutual Cancellation: Architecture, Data Collection, Modeling, and Deployment

DataFunTalk

Sep 2, 2021 · Artificial Intelligence

Meituan Intelligent Customer Service: Technical Practices and Core Technologies

This article presents Meituan's intelligent customer service practice, covering background, six core AI capabilities such as problem recommendation, understanding, dialogue management, answer supply, script recommendation, and conversation summarization, as well as the Moses dialogue platform and future research directions.

AICustomer SupportIntelligent Customer Service

0 likes · 22 min read

Meituan Intelligent Customer Service: Technical Practices and Core Technologies