About Us
HBX Group is a leading B2B ecosystem player in the TravelTech space, connecting and empowering businesses in the ever-evolving world of travel. We drive growth for our clients and partners while removing friction from the end-to-end travel experience. Our cloud-based technology platforms offer fast and reliable access to a unique portfolio of travel products & services, while rich data and intelligence seamlessly connect supply and demand worldwide.
We have over more than 3,000 experts worldwide, including specialists on the ground who provide insights and support to boost trading even further, especially in the most hard-to-reach segments. This unique blend of technology, data and passionate people serves as a catalyst for all businesses aiming to unlock their full potential in the travel arena.
HBX Group comprises four best-in-class B2B brands that meet the needs of its growing and diverse client base across 190+ global markets.
Job Summary
This Job Requisition is part of the initiative of Customer service queries automation across channels (Artificial Inteligence applied to Customer Service - AI case automation).
This initiative will focus on the implementation of AI-based solutions to improve customer experience and automate the main customer service queries, across all channels (Email, Phone, Chat and Helpdesk).
Operating the new platform will require supervision, performance management, accuracy monitoring, AI model training, constant optimization, continuous improvements and implementation of subsequent use cases.
Job Responsibilities
Manage the AI implementation projects; design, develop and implement innovative conversational AI solutions and automations in email, phone and chat contacts, ensuring a seamless and enhanced user experience across various channels, regions, languages and brands.
Main KPIs:
1. Successful implementation of conversational AI solutions in operations, increasing the servicing of requests using automated solutions and processes.
2. Containment: Number of successful automated/bot interactions vs. escalations (