eDreams ODIGEO: Unified AI Support in Slack

— CHALLENGE

Fragmentation Across Slack, Jira, and Confluence at Continental Scale

eDreams ODIGEO operates at massive scale - serving over 21 million customers annually through five travel brands across 44 markets. Behind the consumer-facing experience, a multinational engineering organization of 1,700+ employees spanning 65+ nationalities relies on Jira Software for development workflows and Jira Service Management (JSM) for internal IT support, with Confluence as the central knowledge repository.

The core problem was fragmentation. Engineers and support staff toggled between Slack, Jira, and Confluence dozens of times daily. Institutional knowledge was buried in Confluence pages that employees rarely searched proactively. IT requests submitted through Jira portals lacked context, and manual triage slowed response times. Reporting on engineering progress meant pulling data from multiple dashboards - slowing standups, planning cycles, and decision-making.

eDreams needed a single intelligent layer inside Slack - where teams already lived - that could automate ticket creation, surface knowledge on demand, and deliver real-time operational visibility without additional tool-switching.

The objective:

• Centralize engineering and IT workflows inside Slack
• Automate Jira ticket creation from Slack messages
• Surface Confluence knowledge instantly to employees
• Gain real-time visibility into team progress and workload
• Reduce context-switching across disconnected tools

— SOLUTION

Purpose-Configured Slack Channels for Every Workflow

eDreams deployed Enjo across multiple Slack channels, each purpose-configured for a distinct workflow:

Knowledge channels

Enjo acts as a wiki assistant, searching Confluence knowledge bases and delivering contextual answers directly in Slack - eliminating manual lookups.

Ticketing channels

Every Slack message is automatically converted into a structured Jira ticket - engineering requests route to Jira Software, IT issues route to JSM. Zero manual ticket creation required.

Reporting and check-ins

Teams generate real-time Jira reports and charts inside Slack. Automated standups, mood checks, and reminders collect structured updates on a recurring schedule.

— BUSINESS IMPACT

One Intelligent Layer- Zero Friction

Results

• 100% of requests auto-ticketed in Jira - engineering requests route to Jira Software, IT issues route to JSM, all from Slack messages with zero manual creation
• Zero tool-switching for knowledge access - Confluence answers are delivered contextually inside Slack, eliminating manual lookups
• Real-time Jira reporting delivered natively in Slack - reports, charts, standups, and structured check-ins on a recurring schedule without pulling data from multiple dashboards

With Enjo as the single intelligent layer inside Slack, eDreams ODIGEO centralized knowledge access, automated ticketing across both Jira Software and JSM, and unlocked real-time operational visibility - all without adding new tools or disrupting existing workflows.