Mumbai: Thomas Cook (India) Limited, a leading omnichannel travel services company, and its Group Company, SOTC Travel, are set to launch an innovative agentic AI platform called ‘Dhruv.’ This advanced solution is designed to transform the business travel experience by integrating artificial intelligence (AI) and generative AI to enhance efficiency, accuracy, and customization in travel management.
Dhruv has been developed through a strategic collaboration between Thomas Cook India, SOTC Travel, LTIMindtree, Voicing. AI, and Fairfax Digital Services. The platform leverages the domain expertise of Thomas Cook and SOTC in the travel sector, LTIMindtree’s technological capabilities, Voicing.AI’s AI-driven solutions, and the global innovation strength of Fairfax Digital Services.
Addressing the Growing Business Travel Market
India’s business travel sector is experiencing rapid growth and is projected to reach $20 billion by 2030, doubling from its current valuation of over $10.6 billion. With increasing complexities in business travel requirements and the need for speed and efficiency, there is a significant demand for advanced solutions. Dhruv is engineered to bridge this gap by offering a seamless, intelligent, and personalized customer experience in India’s business travel segment.
Dhruv harnesses AI-driven technologies and Large Language Models (LLMs) to streamline customer interactions and enhance business travel management. The platform seamlessly integrates with Customer Relationship Management (CRM) systems, booking management tools, and databases, allowing businesses to simplify complex travel processes, including bookings, cancellations, and itinerary modifications.
Key Features and Benefits of Dhruv
- Scalability and Multi-Modal Capabilities – The voice AI agents support multiple languages, catering to India’s diverse linguistic landscape. Additionally, it offers extended capabilities for chat, messaging, and email interactions.
- Sentiment Analysis – With advanced tone recognition, the platform ensures empathetic and relevant responses to customer queries, enhancing the overall user experience.
- Round-the-Clock Support – AI voice agents operate 24/7, ensuring uninterrupted customer assistance and faster resolutions.
- Seamless Handover to Human Agents – For complex travel requests, the platform smoothly transfers interactions to human agents without disrupting workflows.
- Accelerated Resolutions – The integration of generative AI-driven systems reduces resolution times by up to 60% while significantly cutting transfer rates.
- Significant Value Creation – Dhruv contributes to the rapidly expanding generative AI market, which is estimated to generate over $300 billion globally.
Boosting Innovation and Excellence
While talking about the significance of the initiative, Madhavan Menon, Executive Chairman of Thomas Cook (India) Limited, emphasized that innovation and customer-centricity remain the core principles of the company. He stated that the company is committed to driving transformative change through technology and that Dhruv exemplifies this pursuit. The platform is aimed at delivering operational excellence, efficiency, and an enhanced customer experience.
Fairfax Digital Services President & Chief Executive Officer (CEO), Sanjay Tugnait, highlighted that Dhruv is designed to deliver transformative business benefits by improving customer engagement, streamlining operations, and providing seamless 24/7 support. He explained that the platform will empower businesses with hyper-personalized, empathetic, and data-driven experiences.
LTIMindtree’s Chief Executive Officer (CEO) (Designate), Venu Lambu, added that Dhruv is an AI-driven interface that operates in a human-like manner, interacting seamlessly with customers and booking systems. He expressed confidence that the offering, powered by Voicing.AI, will revolutionize business travel and position itself as a global standard in AI-powered digital enterprise solutions.
A New Era in Business Travel
With the launch of Dhruv, Thomas Cook India and SOTC Travel aim to redefine corporate travel management through AI-driven efficiency and innovation. As businesses increasingly adopt digital transformation strategies, Dhruv is anticipated to play a crucial role in enhancing corporate travel experiences while driving operational efficiencies for enterprises across the globe.
