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Microsoft Travel and Hospitality Spain

World2Meet

Customer Service Automation

“Our goal was to find a way to help our team provide customized information to all our customers, in their language, and according to their needs.

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Based in Spain, W2M has been growing steadily for the last four years, and now consists of around 2,500 employees.
Celebrating a first for the travel sector Mía made its public debut in January 2024, at FITUR, the world’s biggest travel trade show, which took place in Madrid, Spain.
We are firmly committed to implementing technological tools that optimize processes and facilitate the day-to-day life of our customers and employees.” Joan Barceló, CIO, World2Meet
“That’s what Mia is giving us: additional support for our workforce, efficiency, and time saved—and very happy customers.” Supporting a steep learning curve in customer service W2M is the travel division of the Iberostar Group, a vertically structured tourism organization, made up­­­ of 18 brands which together encapsulate the entire tourism value chain.

Reported impact

Business outcome

“That’s what Mia is giving us: additional support for our workforce, efficiency, and time saved—and very happy customers.” Supporting a steep learning curve in customer service W2M is the travel division of the Iberostar Group, a vertically structured tourism organization, made up­­­ of 18 brands which together encapsulate the entire tourism value chain.

  • Cost Reduction
  • Customer Experience
  • Productivity Improvement
  • Scalability

Solution

World2Meet (W2M) is a travel company based in Spain. “Our goal was to find a way to help our team provide customized information to all our customers, in their language, and according to their needs. “We are firmly committed to implementing technological tools that optimize processes and facilitate the day-to-day life of our customers and employees.” He recalls starting to investigate AI and its potential in early 2023, when the company sensed that this technology was about to explode due to the popularization of ChatGPT and the public availability of the Azure OpenAI Service “At that time, we created a specific AI and intelligent automation unit to explore possibilities and understand the technological implications,” he explains. “That’s what Mia is giving us: additional support for our workforce, efficiency, and time saved—and very happy customers.” Supporting a steep learning curve in customer service W2M is the travel division of the Iberostar Group, a vertically structured tourism

Solution architecture

3 components · 2 layers
  1. Compute
    • Azure OpenAI Service Runs the generative AI experience that answers questions, summarizes content, or drafts outputs for users.
    • Azure Provides the secure, scalable cloud foundation for the solution.
  2. Orchestration
    • Azure AI Studio Provides the managed environment for building, testing, and deploying the AI assistant or agent solution.

Architecture clues

  • Equipped with a human voice through Microsoft Azure Text to Speech Avatar —part of Azure AI Speech —the GenAI-powered virtual assistant can handle almost any customer or employee question and respond in English, Portuguese, Spanish, or German.
  • The workload was large, and the timescale ambitious.
  • “We are firmly committed to implementing technological tools that optimize processes and facilitate the day-to-day life of our customers and employees.” He recalls starting to investigate AI and its potential in early 2023, when the company sensed that this technology was about to explode due to the popularization of ChatGPT and the public availability of the Azure OpenAI Service “At that time, we created a specific AI and intelligent automation unit to explore possibilities and understand the technological implications,” he explains.
  • “With this Microsoft Azure Text to Speech avatar, we take a giant step towards creating the first virtual person, which means creating an experience that is as close to a human interaction as possible,” explains Mario López, CIO of Bravent.

Evidence from the source

Equipped with a human voice through Microsoft Azure Text to Speech Avatar —part of Azure AI Speech —the GenAI-powered virtual assistant can handle almost any customer or employee question and respond in English, Portuguese, Spanish, or German.
“Our goal was to find a way to help our team provide customized information to all our customers, in their language, and according to their needs.
“That’s what Mia is giving us: additional support for our workforce, efficiency, and time saved—and very happy customers.” Supporting a steep learning curve in customer service W2M is the travel division of the Iberostar Group, a vertically structured tourism organization, made up­­­ of 18 brands which together encapsulate the entire tourism value chain.
“We are firmly committed to implementing technological tools that optimize processes and facilitate the day-to-day life of our customers and employees.” He recalls starting to investigate AI and its potential in early 2023, when the company sensed that this technology was about to explode due to the popularization of ChatGPT and the public availability of the Azure OpenAI Service “At that time, we created a specific AI and intelligent automation unit to explore possibilities and understand the technological implications,” he explains.
Transparency Evidence & methodology 90/100 reference value · 87% confidence · 1 source

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

01

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 value90/100
  • 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 impact25/25
    3 metrics describe measurable impact.
  • Deployment scale10/10
    Rewards evidence of a live or scaled deployment and meaningful integration scope.
Evidence confidence87%
  • 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
    4 direct source quotes retained.
  • Date provenance10/10
    The publication date comes from the source page or publisher.
  • Source transparency8/10
    1 source reference document publisher, URL, authority, retrieval, and supported fields.
  • Implementation specificity8/10
    Rewards source-backed components, data flow, quantified impact, and a specific outcome.
02

Traceability

Sources & provenance

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

  1. Microsoft

    World2Meet customer story

    First-party
    https://www.microsoft.com/en/customers/story/1785340736965832631-w2m-azure-ai-speech-travel-and-transportation-en-spain
    Source type
    Vendor-published customer story
    Published
    Jul 4, 2024
    Supports
    • Customer
    • Business problem
    • Solution
    • Products
    • Solution components
    • Data flow
    • Integrations
    • technical area
    • use case category
    • Business outcome
    • outcome category
    • Metrics
    • Architecture
    • evidence quotes
    • Publication date

Date evidence

  • Published on source page Jul 4, 2024 · Microsoft · First-party
    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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