Hey there,
I try not to talk about product in these emails but last week one of the PMs we work with sent me this screenshot.
Guest messages at 2:30am with a TV issue. Gets an immediate response. Tries the first suggestion, doesn't work. Gets walked through a second troubleshooting step. Problem solved by 3:03am.
The operator was asleep. His team was asleep. But the guest got help.
Six months ago, that message would've sat until morning. And by then, the guest has either given up or gotten frustrated.
Here's the thing that surprised me: The PM never wrote instructions for "TV showing no signal." The AI searched Google, found the right steps for that specific error, and walked the guest through it in step by step.
That's not answering FAQs. That's proactive problem solving at 2am while everyone's asleep.
Which channel causes the most headache for your team right now? Airbnb inbox? SMS? WhatsApp? Phone calls?
Kevin
