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Airbnb says a third of its customer support is now handled by AI in the US and Canada
Tech Crunch Sarah Perez February 13, 2026
Airbnb has successfully implemented a custom-built AI agent that now manages roughly one-third of its customer support issues in the United States and Canada. CEO Brian Chesky emphasized that this transition is expected to be "massive," not only by reducing the cost of customer service but also by delivering a "huge step change" in quality.
To Thrive in the AI Era, Companies Need Agent Managers
HBR Suraj Srinivasan and Vivienne Wei February 12, 2026 $Subscription Based
As autonomous AI agents move from experimentation to execution, companies are discovering they need a new kind of leader to manage them. Drawing on examples from Salesforce and other large organizations, this article introduces the role of the agent manager—leaders responsible for orchestrating how AI agents learn, collaborate, perform, and work safely alongside humans. Just as product managers emerged during the software revolution, agent managers are becoming essential to translating strategic intent into reliable outcomes in an AI-powered, hybrid workforce.
AI Coding Tools for Knowledge Work: What Executives Need to Know
MIT Sloan Management Review Rama Ramakrishnan February 12, 2026 $Subscription Based
If you’re just using AI chatbot tools like Claude and ChatGPT, you’re missing out on an important shift for knowledge workers. Agentic AI coding tools like Claude Code have more capabilities than chatbots — and not just for developers. Working directly with files on your computer, these tools enable automation options and teamwide sharing of best practices and knowledge. Here are some examples of how leaders and their teams are using AI coding tools, and advice on experimenting with them.
Demand for tech talent remains high as skills gaps widen
CIO Dive Roberto Torres February 13, 2026
AI and machine learning top the list of skills where a gap is most prevalent, according to the report. Survey takers also cited IT operations and infrastructure, governance and compliance and cloud architecture as areas of high demand.
Link: Robert Half Survey: Only 6% of organizations have the talent they need to complete priority projects
Brace Yourself for the AI Tsunami
The Wall Street Journal Opinion Peggy Noonan February 12, 2026 $Subscription Based
Current models are light years ahead of even six months ago. In 2022, AI couldn’t do basic arithmetic reliably. “By 2023, it could pass the bar exam. By 2024, it could write working software and explain graduate-level science.” Last week, “new models arrived that made everything before them feel like a different era.”
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