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Conversational AI and Channel Automation Specialist

Home Based - Spain Spain - Mallorca
Full time
Posted 30+ Days Ago

Hotelbeds is the world’s leading technology partner, connecting and empowering the world of travel. We’re game-changers, disruptors, the people who bring together local and global brands in accommodation, transport, activities and payments through our network of 300,000 hotels worldwide, 60,000 hard to reach high value clients such as tour operators, travel agents and loyalty schemes across 140 source markets. We are tech-driven, with a customer-first philosophy, and commercial teams whose knowledge and relationships on the ground are second to none. And of course we have an amazing team! Our people, Team Hotelbeds, are the beating heart of the company who we encourage to ‘move fast, dream big and make the difference’ every day. In fact, we believe that it is tech + data + people that truly sets us apart in the market, alongside our ‘global approach, local touch’ mentality. We’re headquartered in Palma, Mallorca and employ around 3,500 people worldwide.


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:

• Hotelbeds, who cater for the specific needs of hoteliers, tour operators, airlines and online travel agents

• Bedsonline, exclusively serving the retail travel segment

• Roiback, the HotelTech partner for independent hotels and chains seeking growth through direct channel solutions

• TravelStack, providing all products, services and solutions to businesses looking to enter into the lucrative travel arena.

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 two main customer service queries (Booking Reconfirmation and Cancellation few waiver requests), 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.
  • Successful implementation of conversational AI solutions in operations, increasing the servicing of requests using automated solutions and processes.
  • Containment: Number of successful automated/bot interactions vs. escalations (transfer to agent).
  • Accuracy in intent recognition and helpfulness of automated solutions.
  • Customer Satisfaction (CSAT)
  • Continuous improvement in conversational AI and channel automation performance metrics.
  • Design and develop conversational AI solutions and channel automations, such as virtual assistants, email intent recognition & classification and action triggering & routing translating business requirements into customer-focused conversation dialogs. – 40%
  • Manage the end-to-end development and implementation of conversational AI features, collaborating with different stakeholders incl. implementation of reorganization to specialized teams and transition support.
  • Communicate issues, ensure resolution, and define continuous developments and improvements, collaborating with Technology, Product and Data teams. –
  • Identify opportunities and potential new use cases for additional AI applications, collaborating with different stakeholders.
  • Stay updated with the latest conversational AI trends and best practices.

Skills Required

  • + 2 years experience in Project Management
  • Conversational AI knowledge
  • AI implementations experience
  • Salesforce
  • Tableau
  • Driven and results oriented
  • Ability to learn new technology and new products
  • Communication skills (Able to clearly present information read and interpret complex information)
  • Attention to detail – very important (Able to maintain accurate records and notes communicating what is needed in a thorough and comprehensive manner)
  • + 3 years experience in Travel Tech industry
  • Customer Experience background
  • Conversation Design
  • Dialog flow ES& CX
  • Fluent English

You will have the opportunity to work for a company that is going through significant change in becoming the world´s leading travel services provider. We are looking for people that are ready to ride the wave in this exciting journey.

As well as an attractive benefits package you will be able to work: 

  • Within an innovative, engaging and multicultural environment.

  • Have the opportunity to build strong and lasting business relationships and friendships from around the world.

  • Have the opportunity in developing your career locally or within one of our beautiful working locations across the globe. 

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