SINGAPORE, 17 June 2024: HBX Group will invest in customer service innovation, leveraging Google Cloud’s AI technology to redefine customer experience in the travel and hospitality sector.
The strategic decision underscores HBX Group’s commitment to delivering service excellence and innovation to their partners and clients. Having transformed its foundational technology, HBX Group understands the importance of introducing innovative and transformational products and services. With a robust technological foundation, the company is strategically positioned to leverage cutting-edge AI capabilities, offering customers revolutionary experiences that redefine the travel and hospitality industry standard.
HBX Group is harnessing Google Cloud Contact Centre AI technology and Gemini models to transform customer interactions and deliver swift, precise support across all customer engagement channels. The project will be developed in partnership with specialised provider Emergya. The new AI-first customer service model will be progressively rolled out across service channels over the coming months.
“This collaboration with Google Cloud and strategic partnership with Emergya is an important milestone in our transformation journey at HBX Group and is a great testament to our commitment to innovation across multiple areas, including customer service,” said HBX Group Chief Operations Officer Xabi Zabala.
