eDreams ODIGEO scales agentic AI with ElevenLabs to power the future of conversational travel

eDreams ODIGEO (eDO), one of the world’s leading travel subscription platforms, is setting a new global benchmark for an AI-powered traveller experience. By scaling its agentic architecture to include customer support, eDO has moved beyond traditional telephony models to a sophisticated conversational environment where travel inquiries are managed through advanced natural-language dialogue. This advancement incorporating high-fidelity voice synthesis now supports inbound call traffic across five core languages.

From phone trees to agentic logic

As eDO progresses toward its target of over 13 million Prime members by 2030, the Company has prioritised the development of an AI-first technical ecosystem to handle global scale. The transition to an agentic system supported by ElevenAgents allows eDO to replace rigid interactive voice models with intelligent voice agents that understand and act upon natural language.

• Autonomous intent recognition: 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: When human expertise is required, the agentic layer ensures a seamless handoff to the correct specialist, providing full context.
• Rapid global expansion: Leveraging its proprietary AI platform - a competitive advantage forged over a decade - eDO quickly scaled from a single-language test to full production rollout across five core languages.

Operational performance and efficiency

The deployment of this agentic layer has delivered significant, measurable performance gains across eDO’s global operations:

• Double-digit improvement in resolution velocity: Travellers now spend significantly less time on the phone, as the system addresses inquiries with a double-digit increase in speed.
• Double-digit reduction in transfer rates: By accurately identifying customer intent at the start of the interaction, eDO has achieved a double-digit reduction in the number of calls requiring escalations between teams.
• High-volume management: The system currently manages the vast majority of call volumes.

Elevating the prime experience

For the 7.8 million+ members of eDreams Prime, the agentic system serves as a critical capacity optimiser. By automating routine interactions, the architecture increases the bandwidth of human specialists to prioritise Prime members dealing with high-touch, complex issues. This ensures that as the subscriber base scales, eDO maintains the premium service standards that drive its record-high Net Promoter Scores (NPS).

The roadmap: full-resolution autonomy

ElevenLabs’ low-latency voice synthesis complements eDO’s broader AI roadmap, which includes expanding end-to-end autonomous flows. The Company is currently scaling these capabilities to encompass more cross-functional customer needs entirely within the conversational interface. With over 30% of its new code already written by AI, eDreams ODIGEO continues to lead the travel industry in delivering a frictionless, AI-first experience for travellers worldwide.