HBX Group collaborates with Google Cloud on new AI-first customer service model

HBX Group announced Thursday (June 13) a significant investment in customer service innovation leveraging Google Cloud’s AI technology.

Meant 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.

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.”

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