What challenges did HBX Group face before AI implementation?

Managing over 127,000 monthly customer cases from multiple channels and languages in B2B travel requires automation to improve customer support efficiency and experience. Complex inquiries demand advanced conversational AI capable of multi-turn interactions and multilingual understanding. The system must scale and evolve with business needs and AI technology advancements.

What was the impact of the AI solution?

Automated 30%+ of repetitive customer cases across channels, including 18% of voice interactions, improving operational efficiency. Created a scalable AI platform that learns from interactions to improve over time. Enabled customer service executives to focus on complex and high-value tasks by automating routine inquiries. Set a foundation for future agentic AI deployment targeting 80% automated resolution by 2026.

Source

GCPProductionEvidence: High75/100

HBX Group Transforms B2B Travel Customer Support with AI-Powered Omnichannel Contact Center on Google Cloud

Use case typeCustomer service automationUpdated Jun 13, 2026

HBX Group implemented an AI-powered omnichannel contact center using Google Cloud Contact Center AI, Dialogflow CX, and Gemini models to manage a high volume of customer cases across channels and languages. The solution integrates chat, email, helpdesk, and voice channels with advanced conversational AI and generative voices, improving automation and customer experience. Partnered with Ayesa Digital, the system automates routine inquiries and is evolving towards agentic AI with proactive task execution across systems. Results include over 30% automation of repetitive cases, 18% voice channel automation, and a roadmap to 80% automation by 2026, enhancing efficiency and allowing experts to focus on complex cases.

Organization: HBX Group
Industry: Tech & Comms
Location: United States
Published: May 2026

Reported outcomes

30%

productivityProductivity & throughput

18%productivity80%quantified impact

Strategic outcomes

Speed & agilityAutomated routine customer cases across channelsScale & capacityBuilt a scalable AI support platformEmployee experienceFreed staff for complex high-value tasks

Why do we believe this?Outcome claims, sources, and evidence checks

Normalized claim

Productivity: 30%

Google Cloud Customer StoriesMay 10, 2026Customer storyInferred claimHigh evidence strength

Automated 30%+ of repetitive customer cases across channels, including 18% of voice interactions, improving operational efficiency.

Normalized claim

Productivity: 18%

Google Cloud Customer StoriesMay 10, 2026Customer storyInferred claimHigh evidence strength

Automated 30%+ of repetitive customer cases across channels, including 18% of voice interactions, improving operational efficiency.

Normalized claim

Quantified impact: 80%

Google Cloud Customer StoriesMay 10, 2026Customer storyInferred claimHigh evidence strength

Set a foundation for future agentic AI deployment targeting 80% automated resolution by 2026.

Why do we believe this deployment?Customer identity, provider attribution, maturity, and source checks

Customer: HBX Group
Provider: GCP
Maturity: Production
Linked source: Google Cloud Customer Stories

Automated 30%+ of repetitive customer cases across channels, including 18% of voice interactions, improving operational efficiency

Customer identity supportedSource describes one deploymentMaturity supported

Primary read

Use case focus

Showing 3 of 3

1Conversational AI
2Omnichannel Customer Support
3Agentic AI

Managing over 127,000 monthly customer cases from multiple channels and languages in B2B travel requires automation to improve customer support efficiency and experience.
Complex inquiries demand advanced conversational AI capable of multi-turn interactions and multilingual understanding.
The system must scale and evolve with business needs and AI technology advancements.

Implemented an omnichannel contact center using Google Cloud Contact Center AI and Dialogflow CX, integrating Gemini models for natural language understanding and generative voices for voice interactions.
Developed advanced conversational flows and agentic AI features with the Agent Development Kit.
Partnered with Ayesa Digital to automate repetitive inquiries and build a unified system that learns across channels for continuous improvement.
Planned expansion towards agentic AI capable of proactive reasoning, planning, and autonomous task execution.

Technologies

Contact Center AI Dialogflow CX Agent Development Kit Gemini

Automated 30%+ of repetitive customer cases across channels, including 18% of voice interactions, improving operational efficiency.
Created a scalable AI platform that learns from interactions to improve over time.
Enabled customer service executives to focus on complex and high-value tasks by automating routine inquiries.
Set a foundation for future agentic AI deployment targeting 80% automated resolution by 2026.

Architecture

Architecture integrates Google Cloud Contact Center AI, Dialogflow CX, Agent Development Kit, and Gemini models for natural language understanding, conversational AI, and generative voices across an omnichannel customer support platform.

Sources & evidence2

Evidence: High75/100Evidence strength