Having introduced the first Agentic AI, Dhruv, for the business travel segment in India, Thomas Cook India and SOTC Travel is hoping to drive a lot of efficiencies and positive outcomes into the otherwise complicated corporate and business travel segment. Dhruv is India’s first multi-modal, multi-lingual, voice-enabled Agentic AI advisor, which has been developed with the technological prowess of LTIMindtree powered Voicing AI together with the global innovation capabilities of Fairfax Digital Services.

Dhruv harnesses cutting-edge AI-driven technologies and Large Language Models (LLMs) to address the rapidly growing and evolving needs of India’s business travel sector. The platform has been developed by AI experts using purpose-built, industry-specific LLMs, empowering businesses to simplify complex travel processes, ensuring effortless management of bookings, cancellations, itinerary modifications and more—all through an intuitive, real-time interface.

The developers claim that it is a next-generation platform engineered to deliver a seamless and intelligent customer experience in India's business travel segment - by enabling faster, more accurate and highly personalized interactions through generative AI technology.

The key highlights of the B2B AI tool is that it is accessible round-the-clock for business travellers as a highly personalised travel advisor. Moreover, Dhruv can interact and communicate with the customers in 20 different languages including key Indian languages like Hindi, Marathi, Telugu, Tamil, etc. Dhruv can mull through the travel history and requirements of the customers and suggest customised solutions as well ensuring complete data security. It can also sense the mental state of the customer and react with the required empathy to help overcome the situation.

Talking about the relevance of Dhruv during a virtual conference especially in the rapidly evolving business travel environment, Madhavan Menon, executive chairman of Thomas Cook India Ltd, said that large corporates are now looking at working with travel management companies which have strong technology interfaces for both travel management as well as its reconciliation and reporting in real time basis. Moreover, the regulatory framework on carbon emissions and offsetting under ESG getting stringent for corporate entities across the world, adoption of technology in travel management and reporting will become critical for companies, he said.

Menon said that business travel is quite complicated and frustrating too and therefore emerging AI-based technology is quite vital to make it simple and efficient. He said that in the absence of technology, business travellers are left with no choice but to trust the information that agents provide and accept it. Dhruv, he said, comes as a technology layer above it, offering verified solutions based on the data and the compliances and travel policies of the organisation.

Speaking on the occasion, Sanjay Tugnait, president & CEO, Fairfax Digital Services, said that three key trends are predominant in the global business scene which are deglobalisation, decarbonisation and digitisation. He said that digitisation has picked up real momentum in the post-Covid years and Fairfax as a group is making sure that all group companies become pioneers in emerging technologies. Dhruv is the result of that approach.

“Dhruv, is quite literally The North Star of innovation in digital client experiences, that is planned to deliver transformative business benefits by enhancing customer engagement, streamlining operations, and providing seamless 24/7 support. Designed for efficiency and scalability, Dhruv will empower businesses to deliver hyper-personalized, empathetic, and data-rich experiences,” he said. While Infrastructure AI and Consumer AI dominated the tech scene so far, the next five years will be the game changer for Enterprise AI like Dhruv, he observed. Dhruv, he said, will enhance scope for revenue generation for enterprises but at the same time help in cost optimisation and efficiency, he informed.

Present at the virtual briefing, Abhi Kumar, co-founder of Voicing AI, said that Dhruv AI is different from other generic AI solutions. Dhruv AI, he said, is smart and quite human-like in its response to problems. It’s built from the ground up to ensure data security. The approach is enterprise first and security first when it comes to data privacy and security. From a customer stand point, Kumar said that when a customer comes in contact with Dhruv with any travel related problem, it quickly scans through all the communication history and responds quickly with possible solutions. “The intention is to drive outcomes in a satisfactory manner,” he said. Moreover, Dhruv AI sounds like a travel companion and personal assistant, Kumar said.