It offers four levels of difficulty
B2B travel technology specialist HBX Group has launched an artificial intelligence (AI) solution designed to improve the training of customer service agents.
The system simulates conversations with customers, allowing them to practise in realistic environments and prepare more effectively for real interactions.
The AI trainer can generate conversations in 13 languages and adapt to hundreds of different customer service scenarios.
It also offers a choice of four levels of difficulty, from beginner to experienced agents, providing personalised and scalable training.
It’s said to not only facilitate self-paced training, but also reduce the need for trainer supervision, allowing trainers to focus on valuable tasks such as data analysis and improving team performance.
“The AI ‘trainer’ is a game-changer for customer service,” said Xabi Zabala, chief operations officer of HBX Group.
“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 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 traveltech sector.
