Mumbai: As technology continues to transform industries, the need for smarter, more intuitive solutions has reached new heights. Thomas Cook (India) Limited, a leading omnichannel travel services provider, along with its Group Company, SOTC Travel, is at the forefront of embracing artificial intelligence (AI) and is preparing to launch an innovative AI platform aimed at revolutionizing the business travel experience. Dhruv
merges the travel expertise of Thomas Cook and SOTC with the technological capabilities of LTIMindtree, powered by Voicing.AI, and is supported by the global innovation strengths of Fairfax Digital Services (a Fairfax company). Dhruv employs state-of-the-art AI-driven technologies and Large Language Models (LLMs) to meet the rapidly evolving demands of India’s business travel sector. Industry data indicates that this sector is experiencing remarkable growth, projected to reach $20 billion by 2030, effectively doubling from its current valuation of over $10.6 billion. Concurrently, the increasing complexities of business travel requirements and the necessity for speed and efficiency present significant challenges. To bridge this growing gap, Thomas Cook and SOTC’s Dhruv is a next-generation platform designed to provide a seamless and intelligent customer experience in India’s business travel market—facilitating quicker, more accurate, and highly personalized interactions through generative AI technology.
Dhruv utilizes AI intelligence to seamlessly integrate CRMs, booking management systems, and databases. Developed by AI experts with industry-specific Large Language Models (LLMs), the platform simplifies intricate travel processes, ensuring effortless management of bookings, cancellations, itinerary adjustments, and more—all through an intuitive, real-time interface.
Key Features and Benefits of Dhruv:
- Scalable, Multi-lingual, and Multi-modal:
- Voice AI agents support various languages, catering to India’s diverse linguistic landscape, with additional functionalities for chatting, messaging, and emailing.
- Sentiment Analysis:
- With advanced tone recognition, it guarantees empathetic and relevant responses to every inquiry.
- Round-the-Clock Support:
- AI voice agents are available 24/7, ensuring continuous customer assistance.
- Seamless Handover:
- For more complex requests, the platform transitions smoothly to human agents without disrupting workflows.
- Accelerated Resolutions:
- Generative AI-driven systems can reduce resolution times by up to 60%, while significantly lowering transfer rates.
- Significant Value Creation:
- The platform contributes to the rapidly expanding generative AI market, expected to exceed $300 billion globally.
Madhavan Menon, Executive Chairman of Thomas Cook (India) Limited stated, “Innovation and customer-centricity are fundamental to our operations at the Thomas Cook India Group. Reinforcing our commitment to transformative technology, we are excited to announce our partnership with LTIMindtree and Voicing.AI to develop the first agentic voice-enabled generative AI solution that redefines business travel by merging cutting-edge technology with human empathy. Dhruv demonstrates our dedication to ongoing investment in technology, enabling us to provide meaningful solutions that enhance operational excellence while delivering an exceptional customer experience.”
“Innovation sets apart a leader from a follower,” remarked Sanjay Tugnait, President & CEO, Fairfax Digital Services (A Fairfax Company). “Dhruv is truly the North Star of innovation in digital client experiences, aimed at delivering transformative business advantages through improved customer engagement, streamlined operations, and continuous 24/7 support. Designed for efficiency and scalability, Dhruv will empower businesses to provide hyper-personalized, empathetic, and data-rich experiences. By leveraging advanced Large Language Models, agentic AI, and generative AI, Dhruv will integrate multi-lingual, multi-modal capabilities with real-time sentiment analysis to redefine corporate travel and enhance customer interactions. At Fairfax Digital Services, we are proud to partner with Thomas Cook India, SOTC Travel, LTIMindtree, and Voicing.AI to establish a new global benchmark for AI-powered digital enterprise solutions that deliver significant value for businesses and their clients.”
Venu Lambu, CEO (Designate) of LTIMindtree stated, “Dhruv will serve as an agentic AI-driven interface that interacts seamlessly with customers and booking systems, facilitating actions, making decisions, and addressing specific user-defined queries in real time. We are confident that this offering, powered by Voicing.AI, will transform business travel for customers worldwide upon launch. We are thrilled to be a key enabler and partner with Thomas Cook India, SOTC Travel, and Fairfax Digital Services in bringing this industry-leading innovation to fruition.”
