13 June 2024

    HBX Group to revolutionise customer service with cutting-edge AI technology


    Palma, Spain, 13 June 2024 – HBX Group has announced today a significant investment in customer service innovation leveraging Google Cloud’s AI technology, to redefine customer experience in the travel and hospitality sector. This strategic decision underscores HBX Group’s commitment to delivering service excellence and innovation to their partners and clients.


    Having transformed its foundational technology, HBX Group understands the importance of introducing innovative and transformational products and services. With a robust technological foundation in place, the company is strategically positioned to leverage cutting-edge AI capabilities, offering customers revolutionary experiences that redefine the standard for the travel and hospitality industry.


    HBX Group is harnessing Google Cloud Contact Center AI technology and Gemini models to transform customer interactions and deliver swift, precise support across all customer engagement channels.  The project will be developed in partnership with specialised provider Emergya and the new AI-first customer service model will be progressively rolled out across service channels over the coming months.


    “This collaboration with Google Cloud and strategic partnership with Emergya is an important milestone in our transformation journey at HBX Group and is a great testament to our commitment to innovation across multiple areas including Customer Service,” said Xabi Zabala, Chief Operations Officer at HBX Group.


    “At HBX Group, we place the customer at the centre of everything we do, and this investment in the most advanced AI technologies represents a significant step forward in our commitment to fulfilling and exceeding customer expectations. We will automate routine tasks, reduce response times, and facilitate the work of our experienced customer service teams to deliver unique, tailored support. This way we are combining our people, technology and data to deliver world class customer service”. 


    About HBX Group

    HBX Group is a leading B2B ecosystem player in the TravelTech space, connecting and empowering businesses in the ever-evolving world of travel. We drive growth for our clients & partners while removing friction from the end-to-end travel experience. Our cloud-based technology platforms offer fast and reliable access to a unique portfolio of travel products & services, while rich data and intelligence seamlessly connect supply and demand worldwide.


    We have more than 3,000 experts worldwide, including specialists on the ground who provide insights and support to boost trading even further, even in the most hard-to-reach segments. This unique blend of technology, data and passionate people serves as a catalyst for all businesses aiming to unlock their full potential in the travel arena.



    HBX Group Media Contact

    PR & Media Relations 


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