B2B travel-tech company, HBX Group has launched an AI solution designed to improve the training of customer service agents. The system simulates conversations with customers, helping users practice in realistic environments for better preparation.
The AI trainer can generate conversations in 13 languages and adapt to hundreds of different customer service scenarios. It offers a choice of four levels of difficulty, from beginner to more advanced, providing personalised and scalable training. It enables trainers to focus on tasks like data analysis and improve team performance.
HBX Group plans to expand the use of this technology to other operational and commercial areas, with a secure and efficient deployment to lead the forefront of innovation in the travel tech sector.
Xabi Zabala, chief operations officer of HBX Group, said: “The AI ‘trainer’ is a game-changer for customer service. It helps agents simulate a multitude of realistic situations and gain confidence much faster. They are better prepared to deliver excellent service, which improves customer experience.”
HBX Group owns and operates Hotbeds and Roibuck and offers a network of travel tech products and services to partners such as travel advisors and airlines. The company is present in 170 countries.
