HBX Group, a prominent worldwide B2B travel-technology marketplace, has improved its customer-service capabilities by introducing real-time, two-way translation functions in its chatbot Olivia. The improved system allows passengers to start a discussion in their native language at any time of day.
The chat is routed to them if a native-language human agent is available. Otherwise, the artificial-intelligence system takes over, translating both sides of the conversation seamlessly: the customer writes in their own language, receives replies in the same language, while the agent continues in English.
Olivia’s translation engine currently supports 13 languages, including Spanish, Portuguese, Chinese, Japanese, Arabic, Italian, French, Greek, Thai and Turkish, with plans to expand into additional languages and markets soon. The system is labelled in the chat interface when translations are applied, underlining HBX Group’s emphasis on transparency and responsible AI use.
A senior executive of HBX Group stated that this represents a qualitative leap in user experience. The company's whole AI strategy, which includes chat, help-desk, email, and phone channels. With this improvement, HBX Group hopes to decrease linguistic barriers and enhance response times. The company also intends to broaden its global service offering and strengthen its foreign expansion strategies.
Implementing Olivia with real-time translation establishes HBX Group as a leader in multilingual customer assistance in the travel technology industry, allowing for consistent, personalized interactions with users all around the world.
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