HBX Group has announced the global launch of an innovative AI-powered voice channel for customer service, in collaboration with Ayesa, a global provider of technology and engineering services and a specialist partner in Artificial Intelligence and user experience. This represents a significant modernization of HBX Group’s customer support ecosystem, completing the integration of AI across all key channels: chat, email, helpdesk, and now, telephone.
“Our goal is to offer our customers a faster, more intuitive and modern experience, while simplifying management and reducing response times, improving both team efficiency and customer satisfaction. This launch also marks an important step forward in embedding artificial intelligence into our processes, demonstrating our commitment to constant innovation,” said Xabier Zabala, Chief Operations Officer at HBX Group.
Translation: “Nuestro objetivo es ofrecer a nuestros clientes una experiencia más rápida, intuitiva y moderna, mientras simplificamos la gestión y reducimos los tiempos de respuesta. Esto mejora la eficiencia del equipo y la satisfacción del cliente…”
The project, led by Ayesa’s new AI – Data & Digital Experience division, utilizes Google Cloud’s Contact Center AI (CCAI) platform, incorporating components like Dialogflow for advanced virtual agents. The result is a voice channel capable of eliminating background noise and providing transcriptions with high accuracy, maintaining fluid conversations as if speaking to a real person.
Key Features:
- Natural Language Interaction: Customers can express their needs freely, allowing the AI to interpret intent without navigating menus.
- Automated Resolution: The system can handle routine tasks such as booking confirmations, allowing over 30% of requests to be resolved without human intervention.
- Intelligent Agent Transfer: When human assistance is required, AI directs the call to the appropriate team, providing a full transcript of the request to avoid repetition.
This change addresses the objectives of optimizing customer experience by providing a faster and intuitive service while enhancing operational efficiency by automating low-complexity queries, allowing agents to focus on more intricate cases.
A Transformative Experience The new service provides clear added value for customers and the company. Customers receive quicker assistance tailored to their explanations, while the company enjoys increased operational efficiency and customer satisfaction through automation and a modern experience.
Global Rollout The launch commenced in September 2025 and will extend via phased rollouts across various markets and call volumes through November. KPIs such as AI accuracy and customer satisfaction will be closely monitored to optimally adjust services throughout each stage.
