Tuesday, October 07, 2025
Independent B2B travel technology marketplace HBX Group has joined forces with Ayesa, a global leader in technology and engineering services, to launch an innovative AI-driven voice solution. Ayesa, known for its expertise in Artificial Intelligence (AI), will help HBX Group modernize its customer service ecosystem by integrating AI into every major communication channel—chat, email, helpdesk, and now, telephone.
According to HBX Group, this initiative completes the company’s AI transformation journey across all customer support touchpoints, bringing automation and intelligence to voice interactions.
“Our goal is to offer our customers a faster, more intuitive and modern experience, while simplifying management and reducing response times. This improves both team efficiency and customer satisfaction,” said Xabier Zabala, Chief Operations Officer at HBX Group.
He added that, “This launch also marks an important step forward in embedding AI into HBX Group’s processes, and demonstrates our commitment to constant innovation, where technology and the expertise of our teams always go hand in hand. With this innovation, we are transforming the telephone support experience, setting ourselves apart from traditional systems and creating real value for those who rely on us.”
The project is spearheaded by Ayesa’s new AI – Data & Digital Experience division and is built on Google Cloud’s Contact Center AI (CCAI) platform. It incorporates advanced components such as Dialogflow for intelligent virtual agents and leverages Google Cloud’s latest Gemini generative AI models.
This combination enables the system to deliver lifelike conversations by eliminating background noise, ensuring highly accurate transcriptions, and maintaining natural, human-like dialogue.
The newly launched voice solution redefines how customers interact with HBX Group’s support channels. Upon contacting the service by phone, customers are greeted with a simple and natural prompt: “How can I help you with this booking?” They can then describe their needs in their own words—eliminating the frustration of navigating through traditional IVR menus.
Among its key features:
Natural language understanding: Customers can speak freely while the AI interprets their intent accurately.
Automated task resolution: The system instantly handles common requests, such as booking confirmations, resolving over 30% of inquiries without human intervention.
Smart call routing: When human assistance is needed, the AI seamlessly transfers the call to the appropriate team and provides a complete transcript—reducing repetition and improving handling efficiency.
This intelligent solution adds clear value for both customers and HBX Group. Customers experience faster resolutions and frictionless support, while the company gains from improved operational efficiency through the automation of routine calls. The result is a modern, seamless, and customer-centric telephone experience that strengthens brand loyalty and overall satisfaction.
Victor Fernandez, Director of AI - Data & Digital Experience at Ayesa, emphasized the broader impact of this collaboration, stating:
"The launch of the voice channel for HBX Group is not just a technological milestone; it is the realisation of our vision of a truly unified and frictionless customer experience. This project demonstrates the ability of our new AI - Data & Digital Experience department to orchestrate complex technological ecosystems and deliver transformative business value."
Through this partnership, HBX Group and Ayesa are setting new benchmarks in AI-powered customer engagement, blending advanced technology with human-like interaction to redefine how travel technology companies connect with their clients.
Recommended News
To join our expert panel discussions, reach out to sudipto@intentamplify.com
Flux tackles interruptions in Voice AI agents, bringing Deepgram closer to passing the Audio Turing Test with advanced conversational speech recognition.
Conversational AI will help lenders boost loan volumes by 30% and cut approval times by up to 50%, enhancing efficiency in the lending process.
