In recent years, eDreams ODIGEO has been on a mission to transform the landscape of customer support within the online travel industry through AI-powered solutions. The objective was clear: to significantly enhance the overall customer experience by leveraging advanced AI technologies, streamlining customer service operations. These technological advancements have allowed eDreams ODIGEO to anticipate customers’ needs and respond with unprecedented speed and accuracy, ensuring that travellers receive the best possible service and boosting their autonomy to manage their bookings seamlessly.
Supporting these transformations, the Council of Ministers approved Spain’s Recovery, Transformation, and Resilience Plan on 27 April 2021. This plan is the primary tool for deploying the European recovery funds “Next Generation EU” and is structured around four key transformations: ecological transition, digital transformation, gender equality, and social and territorial cohesion.
Within this framework, Red.es launched the 2021 Call for Aid aimed at R&D projects in Artificial Intelligence and other digital technologies, promoting their integration into value chains. The dual purpose of this initiative was to promote scientific research, technological development, and innovation in AI, and to encourage the incorporation of AI in production processes. eDreams ODIGEO was one of the beneficiaries of this call with its project “Customer Service Through Artificial Intelligence,” which was launched in November 2021.
Innovative Solutions
eDreams ODIGEO’s success is built on a foundation of innovation and relentless pursuit of excellence. Key initiatives include:
- Self-service booking management
In the disruption-prone airline industry, automated booking management is essential. Our developments in technology have made flight disruptions hassle-free for travellers. Leveraging technology, the company has made resolving millions of airline and airport disruptions easier for consumers. Already, more than 9 out of 10 customers use digital channels to easily resolve disruptions, such as flight cancellations and schedule changes, eliminating the need for communication with customer service teams. The eDreams ODIGEO apps have become a True Travel Companion, providing travellers with a single source of information where they can easily manage their travel plans and receive real-time notifications about the status of their trips.
- AI-Powered Virtual Assistant
eDreams ODIGEO has developed a cutting-edge virtual assistant powered by state-of-the-art artificial intelligence. Designed to elevate customer support to unprecedented levels of efficiency and effectiveness, our internal virtual assistant assists customers 24/7 across 44 markets in 6 different languages. With an intent recognition accuracy of nearly 9 out of 10 and the capability to resolve more than 7 in 10 queries autonomously, which makes the response faster and increases the quality. These results clearly demonstrate the effectiveness of the investment and how it is delivering tangible results for consumers.
Over the past year, the eDreams ODIGEO AI-powered virtual assistant has handled over a million customer interactions, providing enhanced support and high-quality resolution to its customers by leveraging internal and personalised data. The Company’s proprietary virtual assistant can now analyse dozens of data points from multiple sources to offer tailored solutions to each individual customer.
Impressive Results
The impact of our innovations has been nothing short of transformative. Since its inception:
- Our investments in AI-powered solutions for travellers have resulted in increased customer satisfaction levels: ‘9 out of 10 customers’ report being very satisfied or satisfied with the service received. This reflects our unwavering commitment to delivering exceptional service and exceeding customer expectations.
- Increased automation drives significant efficiencies: our self-service platform and AI-powered virtual assistant have streamlined the resolution of enquiries, allowing customers to receive a faster and more accurate resolution without needing to liaise with an agent, thereby reducing waiting time and speeding up case resolution.
- Top Ratings on Trustpilot: Our dedication to excellence has been recognised by our customers, as evidenced by our outstanding Trustpilot score of 4.4. This rating, based on a large sample of customer reviews, positions the eDreams ODIGEO brands well ahead of other online travel agents, which have an average rating of 2.0, and airlines, with an average of 1.5.
Looking Ahead
We are dedicated to continuous improvement and innovation, ensuring that our self-service platform remains at the forefront of customer support excellence. At eDreams ODIGEO, we believe that every journey should be smooth and memorable. With our groundbreaking self-service platform and AI-powered virtual assistant, we are making this vision a reality for travellers everywhere.
