https://assist.ai does a similar job with a system that helps agents answer tickets quicker and with less effort. Tracking every single question and answer written by each team and reuse this content to provide suggested answers proactively.
Yes! I book listings with Airbnb when traveling abroad and I always had a great experience with the hosts. I've some friends inside too that are always talking about how great is working in such an innovative company.
Totally deserved for all people's effort (including all the team and the hosts that make it work), the company's culture and for the results achieved in these few years. I think this is just the beginning of something much bigger.