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Title
HBX Group Automates B2B Travel Support with Google Cloud Contact Center AI and Gemini
HBX Group case study | Google Cloud Page Contents HBX Group automates B2B travel support with Google Cloud AI and Ayesa Digital Get started for free Google Cloud Results All client customer service requests…
Description
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.
…ocal language coverage through chat thanks to LLM two-way real-time translation More than 30% of repetitive cases in scope, like fee waivers, are now handled autonomously Intelligent voice channel automates 18% of high-volume live phone interactions…
…0% of repetitive cases in scope, like fee waivers, are now handled autonomously Intelligent voice channel automates 18% of high-volume live phone interactions Targeting 80% of interactions passing through AI automated resolution processes…
…Intelligent voice channel automates 18% of high-volume live phone interactions Targeting 80% of interactions passing through AI automated resolution processes by late 2026 HBX Group, with Ayesa Digital, transforms its support using Google Cloud Contac…
Company
HBX Group
HBX Group case study | Google Cloud Page Contents HBX Group automates B2B travel support with Google Cloud AI and A…
Country
Spain
…and unlock new opportunities for its partners. Industry: Travel and Hospitality Location: Spain Products: CCAI , Gemini , Dialogflow CX , ADK About Google Cloud partner — A ye…
Industry
Travel & Hospitality
…stribution, enhance experiences, and unlock new opportunities for its partners. Industry: Travel and Hospitality Location: Spain Products: CCAI , Gemini , Dialogflow CX , ADK About Google Clou…
Problem
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.
…ders in 190 countries. But with global leadership comes a monumental challenge: managing over 127,000 customer cases every month. This volume spans nearly 60,000 emails and 50,000 phone calls, in multiple languages, often requiring the involvement of different partners at different parts of th…
…was not a standard deployment. The scope of the project was genuinely complex: a single solution had to work across chat, email, helpdesk, and voice, in multiple languages, adapted to different client realities, integrated with core business systems, with the operational precision required in customer service and capable of evo…
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.
…018. Orchestrating an omnichannel ecosystem with Google Cloud and Ayesa Digital Implementation began with a "Quick Wins Strategy," where Ayesa Digital first automated text-based channels like Chat, Email, and Helpdesk to de-risk the project before tackling the live voice channel. At the heart of this ecosystem is Google Cloud Contact Center AI (CCAI) and Dia…
…tegrated the Google Cloud CCAI platform with HBX Group's core technology stack, including the Vonage telephony platform and Salesforce CRM. This complex integration is what enables a true 360-degree view of the custome…
…ning flexible as both the technology and HBX Group’s needs continue to develop. Gemini Models power the natural language understanding (NLU), allowing the virtual agents to grasp complex user intents, sentiment, and nuan…
…d non-robotic experience, building trust with the caller from the first second. This is evolving into an agentic AI implementation as HBX migrates from Dialogflow CX into ADK and uses Gemini Live models for a much more natural and fast client experience. This unified system creates a single "brain" that learns from every interaction…
AI capabilities
Conversational AI, Agentic AI
…(CCAI) and Dialogflow CX, which manage advanced, stateful conversational flows; with an increasing importance of ADK to use agentic features where they add value. By integrating Gemini models, the system moved beyond simple keyword matching…
Business functions
Customer Service & Support
…creates an omnichannel experience across chat, email, helpdesk, and telephone, automating routine inquiries and enabling experts to focus on complex, high-value client support. Turning scale into opportunity: The path to AI-powered B2B travel excellence I…
Technology
Google Cloud Contact Center AI, Dialogflow CX, Gemini, ADK, Chirp 3, Vonage, Salesforce
…pportunities for its partners. Industry: Travel and Hospitality Location: Spain Products: CCAI , Gemini , Dialogflow CX , ADK About Google Cloud partner — A yesa Digital Ayesa Digital is a global technolog…
…es, delivering more empathetic and human-like responses. For the voice channel, Google's generative voices using Chirp 3 create a natural, lifelike, and non-robotic experience, building trust with the…
Deployment model
cloud
…il, and Helpdesk to de-risk the project before tackling the live voice channel. At the heart of this ecosystem is Google Cloud Contact Center AI (CCAI) and Dialogflow CX, which manage advanced, stateful conversational flows; with an increasing impor…
Deployment options
cloud
…il, and Helpdesk to de-risk the project before tackling the live voice channel. At the heart of this ecosystem is Google Cloud Contact Center AI (CCAI) and Dialogflow CX, which manage advanced, stateful conversational flows; with an increasing impor…
Headline outcome
…t matters The results of this strategic collaboration have been transformative. In specific repetitive areas, such as hotel confirmation numbers and fee waiver inquiries, automation handles 32.5% of cases autonomously. The successful deployment of the omnichannel CCAI platform is not the end goal;…
Use case type
Conversational assistant
…s support using Google Cloud Contact Center AI, Dialogflow CX, ADK, and Gemini. This creates an omnichannel experience across chat, email, helpdesk, and telephone, automating routine inquiries and enabling experts to focus on complex, high-va…
