Airbnb –
One Chat
One Chat is Airbnb's unified AI chat platform that makes enterprise AI accessible to all employees through intelligent model selection and progressive feature disclosure.
One Chat brilliantly solves the classic enterprise software dilemma of serving both novice and expert users by creating an intelligent interface that automatically adapts to user needs while keeping advanced features just a click away.
(Overview)
- UI/UX Strategy
- Creative
- Prototyping
- Artificial Intelligence
Challenge
Airbnb's internal AI chat tools (One Chat and Glean Chat) were creating a fragmented user experience with significant adoption barriers. Non-technical users struggled to effectively leverage AI capabilities, while power users lacked advanced features available in enterprise offerings.
Solution
We unified One Chat and Glean Chat into a single "OneGPT" interface with intelligent model selection and progressive disclosure, making AI accessible to novice users through guided prompts and simplified settings. Advanced features were preserved in expandable menus and specialized modes, ensuring power users retained full functionality while reducing cognitive load for everyday users.
(Results)
40%
Increase in daily users
60%
Reduction in user support tickets
75%
Improvement in task completion rates
"Ryan has been my partner in crime in shaping new user experiences for our products. Together, we have crafted amazing experiences that resonate across the company. He consistently proposes elegant and user-friendly solutions, and I can always rely on Ryan to excel in his designs."
Jose Pena
Senior Software Engineer – Airbnb