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Airbnb · Atrium AI feature

2025.01/ Website

Leverage AI’s power to improve CS ambassadors’ efficiency in understanding the issues as well as communicating with users.

Atrium — smart reply and case collaboration workspace Today’s user journey — where CS ambassadors suffer most Design assumptions — 164% vs 27% time of competitors Expectations and concerns How users collaborate with AI Feature One — AI-user collaborative case notes Case handler-centric collaboration model Story-driven issue progression tracking Verifiable transparency for trust building Feature Two — AI-generated smart solution guide Flexible manual intervention for AI-recommended solutions One click to execute recommended actions Enhanced context disclosure for full clarity Feature Three — AI-generated smart reply Smart reply with flexible batch & detail editing Feedback loop — make it invisible and intuitive Success overview
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