Google Cloud Travel and Hospitality Spain

HBX Group

Customer Service Automation

In the world of B2B travel, HBX Group is a massive engine, connecting 60,000 travel distributors to providers in 190 countries. But with global leadership comes a monumental challenge: managing over 127,000 customer cases every month.

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Gemini delivered the accuracy, multimodal and multilingual capability, and cost profile we needed to build a future-ready platform.

Reported impact

Business outcome

By automating high volumes of repetitive tasks, we've significantly increased our operational scalability and efficiency. This allows us to absorb greater contact volumes while enabling our service teams to focus where they create the most value: resolving complex client issues with the deep expertise and empathy that define our service quality.

Solution

HBX Group, with Ayesa Digital, transforms its support using Google Cloud Contact Center AI, Dialogflow CX, ADK, and Gemini. This creates an omnichannel experience across chat, email, helpdesk, and telephone, automating routine inquiries and enabling experts to focus on complex, high-value client support. Google Cloud's product stack and solution met our expectations and proved to be the right fit for this transformation. Gemini delivered the accuracy, multimodal and multilingual capability, and cost profile we needed to build a future-ready platform. HBX Group needed a foundation that could handle high-complexity inquiries making the most of service experts' expertise and skills. After rigorous evaluation, Google Cloud emerged as the right fit for this transformation. The maturity of Dialogflow CX and the pace of evolution of Gemini models gave the team the confidence to commit to a long-term roadmap.

Solution architecture

5 components · 3 layers

Compute
- Gemini Provides the reasoning or generation layer used for classification, orchestration, content generation, or analysis.
Serving
- Contact Center AI Powers conversational voice and chat experiences that automate customer or employee interactions.
- Dialogflow CX Powers conversational voice and chat experiences that automate customer or employee interactions.
Orchestration
- Agent Development Kit (ADK) Coordinates multi-agent workflows, tool calling, and governed automation across the application.
- ADK Supports a core part of the deployed AI and data workflow described in the customer story.

Architecture clues

Additionally, Dialogflow CX is used to build advanced, stateful conversational flows that can handle complex, multi-turn interactions.
Expert orchestration by Ayesa Digital: Ayesa Digital designed and executed the deployment.
Implementation began with a "Quick Wins Strategy," where Ayesa Digital first automated text-based channels like Chat, Email, and Helpdesk to de-risk the project before tackling the live voice channel.
We are moving beyond conversational AI into agentic AI.

Evidence from the source

Google Cloud's product stack and solution met our expectations and proved to be the right fit for this transformation. Gemini delivered the accuracy, multimodal and multilingual capability, and cost profile we needed to

HBX Group needed a foundation that could handle high-complexity inquiries making the most of service experts' expertise and skills. After rigorous evaluation, Google Cloud emerged as the right fit for this transformation

HBX Group, with Ayesa Digital, transforms its support using Google Cloud Contact Center AI, Dialogflow CX, ADK, and Gemini. This creates an omnichannel experience across chat, email, helpdesk, and telephone, automating r

Implementation began with a "Quick Wins Strategy," where Ayesa Digital first automated text-based channels like Chat, Email, and Helpdesk to de-risk the project before tackling the live voice channel. At the heart of thi

In the world of B2B travel, HBX Group is a massive engine, connecting 60,000 travel distributors to providers in 190 countries. But with global leadership comes a monumental challenge: managing over 127,000 customer case

Transparency Evidence & methodology 65/100 reference value · 75% confidence · 1 source

Review how this reference was scored and trace each normalized claim back to its documented source.

Scoring methodology

How scores are calculated

Customer Reference Value measures usefulness as a customer reference. Evidence Confidence measures the quality and traceability of available evidence, not independent verification.

Customer reference value65/100

Problem clarity20/20
Measures whether the customer's operational problem is specific enough to compare.
Implementation depth15/25
Rewards named components, data flow, integrations, and architecture detail.
Outcome specificity20/20
Measures whether the reported benefit is concrete rather than a generic claim.
Quantified impact0/25
0 metrics describe measurable impact.
Deployment scale10/10
Rewards evidence of a live or scaled deployment and meaningful integration scope.

Evidence confidence75%

Source authority20/25
The main evidence is an official vendor-published customer story.
Claim traceability21/25
10 of 12 key fields link to a named source.
Direct evidence20/20
5 direct source quotes retained.
Date provenance0/10
The publication date has no documented provenance.
Source transparency8/10
1 source reference document publisher, URL, authority, retrieval, and supported fields.
Implementation specificity6/10
Rewards source-backed components, data flow, quantified impact, and a specific outcome.

Traceability

Sources & provenance

Field coverage shows which facts each source supports. Dates are shown only when documented by the source.

Google Cloud
HBX Group customer story

First-party
https://cloud.google.com/customers/hbx-group

Source type
Vendor-published customer story
Supports
- Customer
- Business problem
- Solution
- Products
- Solution components
- Data flow
- Integrations
- technical area
- use case category
- Business outcome
- outcome category
- Metrics
- Architecture
- evidence quotes

Date evidence

First archived Apr 13, 2026 · Internet Archive · Independent First Wayback Machine capture; confirms the page existed by this date, not when it was published.
Open date source
Sitemap last modified Apr 1, 2026 · Google Cloud · Publisher metadata Publisher-reported modification timestamp; not a publication date.
Open date source

Not separately sourced Industry, Region, Company size. Treat these normalized attributes as lower-confidence until a dedicated source is added.

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