In the areas where the B2B travel tech provider has integrated it, 20% of customer service contacts have been exclusively handled by AI, reducing wait times substantially and "generating tangible results for our customers and partners," according to COO Xabier Zabala
Along with automated customer service, HBX Group has also announced the integration of AI in training new hires in customer service, using it to simulate various scenarios and difficulty levels; improving content, with instant translation in up to 18 languages; and detecting anomalies to identify phishing and cybersecurity breaches.
Continuing, Xabier said, "AI is not the future, it is the present... with this evolution, we are improving operational efficiency and offering a more agile service adapted to the needs of the market."
