Customer support · Production

eDreams ODIGEO scales agentic AI with ElevenLabs to power conversational travel support

The problem

eDreams ODIGEO relied on rigid interactive voice and traditional telephony models that could not scale intelligently for global inbound call handling across multiple languages.

Workflow diagram · grounded in source

Inbound call received

trigger

“supports inbound call traffic across five core languages”

AI intent recognition and resolution

ai_action

“The system is designed to listen, clarify, and take direct action. It resolves common queries that do not require escalation autonomously directly within the voice interface.”

Intelligent handoff to specialist

routing

“When human expertise is required, the agentic layer ensures a seamless handoff to the correct specialist, providing full context.”

Reported outcome

The agentic deployment delivered a double-digit improvement in resolution velocity, a double-digit reduction in transfer rates, and enabled the system to manage the vast majority of call volumes across five core languages while supporting record-high Net Promoter Scores.

Reported metrics

Resolution velocitydouble-digit increase in speed

Transfer ratedouble-digit reduction in transfer rates

Call volume managedvast majority of call volumes

Net Promoter Scorerecord-high Net Promoter Scores

Show all 6 reported metrics

resolution velocitydouble-digit increase in speed

transfer ratedouble-digit reduction in transfer rates

call volume managedvast majority of call volumes

Net Promoter Scorerecord-high Net Promoter Scores

new code written by AIover 30%

eDreams Prime members7.8 million+

Reported stack

ElevenLabsElevenAgents

Source

https://elevenlabs.io/blog/edreams-odigeo

Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

The agentic deployment delivered a double-digit improvement in resolution velocity, a double-digit reduction in transfer rates, and enabled the system to manage the vast majority of call volumes across five core langu…

What tools did this team use?

ElevenLabs, ElevenAgents.

What results were reported?

Resolution velocity: double-digit increase in speed; Transfer rate: double-digit reduction in transfer rates; Call volume managed: vast majority of call volumes; Net Promoter Score: record-high Net Promoter Scores (source-reported, not independently verified).

How is this customer support AI workflow structured?

Inbound call received → AI intent recognition and resolution → Intelligent handoff to specialist.