Airbnb Details Agent Harness That Cuts Unstructured-Data Investigations from Months to Days

Airbnb disclosed the design of Insight Miner, an internal "agent harness" that encodes scientific methodology — extract, embed, cluster — into infrastructure governing how AI agents frame questions, select evidence, and record decisions¹. The system incorporates prompt tuning, hard-example mining, and contrastive labeling, and reduced investigations that previously took months to a matter of days as Airbnb expanded its community support AI assistant to new languages and countries. A year after deployment, dozens of teams across Airbnb use Insight Miner for hundreds of investigation types, with more users outside technical roles than within them.