EDreams ODIGEO Deep Dive | How EDreams Uses AI

eDreams ODIGEO's Deep Dive: Key Takeaways

eDreams ODIGEO Artificial Intelligence Deep Dive

In this deep dive presentation on seat11a, David Elizaga explains how Artificial Intelligence has become a core component of eDreams ODIGEO’s business model and long-term growth strategy.

Artificial Intelligence as a Core Business Component

Management describes eDreams as an AI-first company for more than a decade, emphasizing that AI has been integrated into the business long before the recent surge of interest in generative AI technologies. Today, AI supports multiple areas of the company, including customer acquisition, software development, customer service, pricing, marketing, and product innovation.

Prime Subscription Ecosystem and Proprietary Travel Platform

A central part of the strategy is the combination of the company’s proprietary travel platform and its Prime subscription ecosystem. With approximately 8 million Prime subscribers, eDreams benefits from a large base of repeat customers, reducing dependence on highly competitive performance marketing channels and creating a relationship-based customer model that management views as a significant competitive advantage.

Agentic AI and Customer Acquisition

The company also sees emerging opportunities through Agentic AI. Management believes AI-powered travel assistants could become an additional customer acquisition channel while simultaneously enhancing customer experience and strengthening product capabilities. eDreams expects AI to support future growth by improving personalization, customer interactions, and operational efficiency.

AI Productivity Gains in Software Development

The operational impact of AI is already visible across the organization. During FY26, AI-assisted development contributed to a 47% increase in productivity, while some engineering teams now generate code entirely through AI-assisted workflows that are subsequently reviewed by humans. Agentic development has enabled the company to deliver five times more business features than before.

AI in Customer Service and Cost Efficiency

Customer service has also benefited from AI adoption. Approximately 30% of support calls are now solved by AI, while customer satisfaction levels remain comparable to human-assisted interactions. In addition, AI-supported automation contributed to a 13% reduction in customer service costs during FY26.

AI-Driven Pricing and Marketing Capabilities

Across marketing and pricing, AI is increasingly used to optimize commercial activities. The company reported a 24% increase in AI-driven pricing capabilities, while AI-generated marketing content expanded significantly, helping reduce external production costs by 75% while maintaining a stable headcount.

Artificial Intelligence Supporting Long-Term Growth

Overall, the presentation demonstrates how eDreams ODIGEO is applying Artificial Intelligence across its business operations and how management sees AI supporting future innovation, productivity, customer engagement, and long-term growth.

Resources

Host

David Elizaga
CFO | eDreams ODIGEO

David de la Roz Fernandez | IR eDreams ODIGEO

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