New Way Now: loveholidays powers smoother travel experiences with Google Cloud AI

*Featured in this video:* Eugene Neale, director of AI at loveholidays *Summary:* UK-based travel agency loveholidays is innovating with generative AI to build more love with customers across Europe. Using Google Cloud’s conversational AI technology and AI platform, loveholidays developed an AI agent named Sandy that enhances the company’s ability to deliver more efficient, satisfying customer experience. Sandy helps 55% of loveholidays customers get an answer to their question in less than a minute, allowing the company to scale support with the same number of people — ultimately leading to £3 million in operational cost savings last year. *Challenge:* As one of the UK’s fastest-growing online travel agencies, loveholidays was looking for a way to scale its contact center cost-effectively without impacting the support experiences of its rapidly expanding customer base. *Solution:* Using Contact Center AI (now Customer Engagement Suite with Google AI) and Dialogflow (now Conversational Agents), loveholidays initially developed Sandy as a simple chatbot to handle a small portion of customer inquiries. As Google Cloud has advanced its conversational AI and agent technologies with Dialogflow CX, loveholidays has transformed Sandy into a powerful AI agent that is available 24/7 to provide personalized guidance in a quick and natural way. The ability to use generators in Dialogflow CX to leverage gen AI models from Vertex AI has helped bring a more personalized touch to conversations, allowing loveholidays to use its customer data to help shape and define agent responses. With Sandy lending a helping hand, loveholidays reduced the workload on its human agents while giving them back valuable time to focus on more complex cases. In addition, CCAI and Dialogflow’s multilingual support is now enabling loveholidays to bring Sandy to other countries with the confidence it can scale up and start engaging with customers quickly. *Results:* With Google Cloud, loveholidays