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

Overview

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.

The challenge

HBX Group needed to manage over 127,000 customer cases every month — spanning nearly 60,000 emails and 50,000 phone calls in multiple languages — across chat, email, helpdesk and voice, often requiring different partners worldwide and back-and-forth to resolve, and wanted a single solution that worked across all channels, adapted to different client realities, and integrated with core business systems.

The solution

HBX Group partnered with Google Cloud partner Ayesa Digital to build an omnichannel support system on Google Cloud Contact Center AI (CCAI) and Dialogflow CX, integrated with the Vonage telephony platform and Salesforce CRM, using a "Quick Wins Strategy" that first automated text-based channels (chat, email, helpdesk) before tackling live voice; Gemini models power natural language understanding across languages, Chirp 3 generates natural-sounding voice responses, and the system is evolving toward agentic AI via Google's ADK and Gemini Live models.