ADK

HBX Group Automates B2B Travel Support with Google Cloud Contact Center AI and Gemini

HBX Group, a Spain-based B2B travel distribution platform connecting 60,000 travel distributors to providers in 190 countries, worked with Google Cloud partner Ayesa Digital to build an omnichannel support system on Google Cloud Contact Center AI, Dialogflow CX, ADK, and Gemini, integrated with Vonage telephony and Salesforce CRM. The system now classifies all customer service requests by category and sentiment, provides 24x7 local-language coverage via LLM two-way real-time translation, autonomously handles more than 30% of repetitive cases such as fee waivers, and automates 18% of high-volume live phone interactions through an intelligent voice channel, with a target of 80% of interactions passing through AI-automated resolution by late 2026.

HBX Group· SpainGoogle Cloud Contact Center AI · Dialogflow CX · Gemini +4