AI BriefingeDreams ODIGEO
Key point
eDreams ODIGEO has adopted an AI agent architecture to transform its global customer support system and maximize support efficiency.
Details
eDreams ODIGEO (eDO) has built an advanced conversational environment based on an AI agent architecture that goes beyond the existing phone support model. It combines ElevenLabs' high-precision speech synthesis technology to support inbound call service in 5 core languages.
This system goes beyond a simple auto-responder to provide the following intelligent features:
- Autonomous intent recognition: Listens to and clearly identifies the user's question, resolving issues directly without connecting to an agent.
- Intelligent handoff: When a specialized agent is needed, seamlessly connects the customer to the appropriate representative while maintaining the full conversation context.
- Rapid global expansion: Quickly scaled from single-language testing to commercial service in 5 languages through its own AI platform.
As a result of this adoption, resolution speed improved by double digits, and agent transfer rates also decreased by double digits. This has secured operational efficiency while maintaining high-quality service for eDreams Prime members.
Currently, eDO writes over 30% of new code with AI, and plans to build even more expanded end-to-end autonomous flows going forward to lead an AI-first experience in the travel industry.
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