The Next Big Thing You Missed: Airbnb’s Human Brains Crunch Data Better Than Computers

By Marcus Wohlsen In 2011, Airbnb had a problem. The room-sharing site was growing fast, but so were customer complaints. People just couldn’t figure out how to use the service. The issue was so severe, Airbnb was getting an average of one customer service call for every room booked. …read more

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