HBX’s innovative omnichannel voice solution ‘modernises’ offering

AI-powered channel a collaboration with Ayesa

Independent B2B travel technology marketplace, HBX Group, has partnered with Ayesa, a global provider of technology and engineering services and a specialist partner in Artificial Intelligence (AI), to roll out a new AI voice solution. 

According to HBX Group, the move represents the modernisation of HBX Group’s customer support ecosystem, completing the integration of AI across all key channels: chat, email, helpdesk and now, telephone.

“Our goal is to offer our customers a faster, more intuitive and modern experience, while simplifying management and reducing response times. This improves both team efficiency and customer satisfaction,” said Xabier Zabala, Chief Operations Officer at HBX Group. 

“This launch also marks an important step forward in embedding AI into HBX Group’s processes, and demonstrates our commitment to constant innovation, where technology and the expertise of our teams always go hand in hand.

“With this innovation, we are transforming the telephone support experience, setting ourselves apart from traditional systems and creating real value for those who rely on us.”

The project, led by Ayesa’s new AI – Data & Digital Experience division, is built on Google Cloud’s Contact Center AI (CCAI) platform. At its core, it integrates components such as Dialogflow for advanced virtual agents, along with the latest Gemini generative AI models from Google Cloud. 

The result is a voice channel capable of eliminating background noise, transcribing with high accuracy, and mantaining conversations that flow naturally, as if speaking to a real person.

The new solution offers a more natural and seamless customer service experience. As soon as the customer contacts the system by telephone, it will ask them a simple question: ‘How can I help you with this booking?’ From there, they can explain what they need in their own words, without having to navigate through menus.”

Key features include:

• Natural language interaction: customers can speak freely, and the AI interprets their intent.
• Automated resolution: the system can instantly handle routine tasks such as booking reconfirmations, enabling more than 30% of requests to be resolved without human intervention.
• Intelligent transfer to agents: when human support is required, the AI directs the call to the right team and provides a full transcript of the request, avoiding repetition and reducing handling time.

This new service creates clear added value for both customers and the company: customers get the help they need more quickly, explaining in their own words and receiving either an immediate solution or a seamless connection to the right expert without repeating their case; while the company benefits from greater operational efficiency and higher customer satisfaction through automation of routine calls and the creation of a modern, frictionless telephone experience.

Victor Fernandez, Director of AI - Data & Digital Experience at Ayesa, said: "the launch of the voice channel for HBX Group is not just a technological milestone; it is the realisation of our vision of a truly unified and frictionless customer experience. 

“This project demonstrates the ability of our new AI - Data & Digital Experience department to orchestrate complex technological ecosystems and deliver transformative business value."