HBX Group revolutionises customer service with new AI technology

It will leverage Google technology and Gemini models to deliver this

HBX Group has announced a significant investment in customer service innovation leveraging Google Cloud’s AI technology, to redefine customer experience in the travel and hospitality sector. 

HBX Group will harness Google Cloud Contact Centre 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 Clou 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 of 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."

Zabala added: "This way we are combining our people, technology and data to deliver world class customer service”.