Thomas Cook launches agentic AI platform to enhance biz travel

Travel services company Thomas Cook (India) Limited, along with its Group Company, SOTC Travel, on Thursday, announced the launch of an agentic Artificial Intelligence (AI) platform called 'Dhruv' aimed at enhancing the business travel experience. To integrate the new solution, the Mumbai-headquartered company has collaborated with LTIMindtree, Voicing.AI, and Fairfax Digital Services.

By employing advanced Large Language Models (LLMs), agentic AI, and generative AI, Dhruv will integrate multi-lingual, multi-modal capabilities with real-time sentiment analysis to redefine corporate travel and customer interactions, the company said in a statement.

The increasing complexity of travel requirements and the need for speed and efficiency present significant challenges to the rapidly evolving demands of India's business travel sector, which is projected to grow from over $10.6 billion to $20 billion by 2030.

To bridge this gap, Dhruv is designed to deliver a seamless and intelligent customer experience in business travel, enabling faster, more accurate, and highly personalised interactions through generative AI, it added.

Madhavan Menon, Executive Chairman of Thomas Cook (India) Limited, said that the company has collaborated with LTIMindtree and Voicing.AI to develop the first agentic voice-enabled generative AI solution that redefines business travel by merging advanced technology with human empathy. “Dhruv reflects our ongoing commitment to investing in technology that enhances operational excellence and customer experience,” he said.

Venu Lambu, CEO (Designate) of LTIMindtree, added, “Dhruv will serve as an agentic AI-driven interface that interacts seamlessly with customers and booking systems, allowing for real-time planning, decision-making, and query handling.

Sanjay Tugnait, President and CEO of Fairfax Digital Services, believes that innovation sets leaders apart. “Dhruv is a beacon of innovation in digital client experiences, designed to deliver transformative business benefits by improving customer engagement, streamlining operations, and offering seamless 24/7 support. It will enable businesses to provide hyper-personalised, empathetic, and data-rich experiences,” he said.

In January, Thomas Cook India said that its IT infrastructure faced a cyber-attack. The travel services provider also said it's working with security experts to investigate the incident and will take necessary remedial actions. The company stated that it promptly took steps to investigate and respond upon discovering the incident, including shutting down affected systems.