HBX Group Revolutionizes Customer Service Training with AI 'Trainer'

HBX Group Revolutionizes Customer Service Training with AI 'Trainer'

By Nishang Narayan

Published on January 3, 2025

HBX Group, a leading independent B2B TravelTech company, has launched an AI solution to optimize training for customer service professionals. This innovative AI 'trainer' simulates customer interactions, allowing agents to practice in a range of real-world scenarios, helping them prepare more effectively for actual customer engagement.

The AI trainer can simulate conversations in 13 different languages, adapting to hundreds of potential customer service situations. It also offers four difficulty levels, catering to both novice and seasoned agents. This makes training more personalized and scalable, while allowing agents to train at their own pace. By reducing the need for trainer supervision, the system enables trainers to focus on more strategic tasks like performance analysis and data-driven improvements.

Xabi Zabala, Chief Operations Officer of HBX Group, praised the AI trainer’s potential: “The AI ‘trainer’ is a game-changer for customer service. It helps agents simulate a multitude of realistic situations and gain confidence much faster. They are better prepared to deliver excellent service, which ultimately improves the customer experience.”

HBX Group has ambitious plans to expand this technology into other areas of its operations, aiming to drive innovation in the TravelTech sector. With secure deployment and a focus on efficiency, HBX Group is set to lead the way in tech-powered customer service training.


Integrated Tech for Hospitality: Why Modwin is the Smart Choice for Modern Hotels

Integrated Tech for Hospitality: Why Modwin is the Smart Choice for Modern Hotels

By Author

Published on April 10, 2025

As the hospitality industry rapidly evolves in the digital age, one thing has become abundantly clear: seamless, integrated technology is no longer a luxury but a necessity. Today’s guests are not just looking for plush accommodations but for efficient, safe, and intelligent systems that enhance every aspect of their stay. From the moment they check in to the services they enjoy, technology is integral to the modern hospitality experience.

At the forefront of this transformation is Modwin Networks Pvt Ltd, a Mumbai-based technology solutions provider that has been delivering comprehensive, end-to-end infrastructure for the hospitality sector. With its strong reputation in areas such as IT, AV, Security, Fire Safety, Smart Building Management, and Voice Systems, Modwin is emerging as the go-to partner for modern hotels.

A Legacy of Innovation and Expertise

Founded by Mr. Vinod Vattekatt, Modwin Networks brings over one and a half decades of expertise in creating integrated, intelligent solutions that meet the unique demands of the hospitality industry. Mr. Vattekatt’s vision was to build a company that would provide not just services but partnerships that help shape the future of hotel operations. Today, Modwin is trusted by some of the most prestigious hotels and resorts across India and internationally.

The company’s philosophy is simple: "put the client first". Whether it’s a global hotel chain or a boutique resort, Modwin has the technical know-how and dedication to ensure each project is a success, without compromising quality or timelines.

A Comprehensive Technology Partner

The backbone of Modwin’s success is its ability to offer an integrated suite of services tailored to the needs of the modern hotelier. Hotels today require a seamless blend of technology to keep operations smooth, efficient, and, most importantly, guest-friendly. Modwin offers a wide range of services that make this possible:

  • ICT Infrastructure: Cabling, wireless networking, and telecommunications form the foundation of any modern hotel’s digital ecosystem. Modwin ensures these critical systems are robust, secure, and scalable, setting the stage for all other technological systems in the hotel.
  • Security & Surveillance Solutions: In today’s world, security isn’t just about cameras—it’s about smart, reliable systems. Modwin delivers cutting-edge IP-based CCTV systems, video analytics, and advanced access control solutions to enhance property security and ensure peace of mind for both guests and management.
  • AV Systems & Solutions: From background music and digital signage to interactive TVs, video walls, and video conferencing, Modwin offers a full range of AV solutions designed to meet the diverse needs of today’s hospitality sector.
  • Fire Alarm & Detection Systems: Safety is paramount in hospitality, and Modwin’s fire alarm and detection systems meet global safety standards, ensuring hotels stay compliant while protecting both guests and assets.
  • Building Management Systems (BMS): Energy efficiency is a growing concern for the hospitality industry. Modwin’s BMS technology automates key utilities like lighting, HVAC, and more, significantly lowering operational costs while improving comfort and sustainability.

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A Trusted Partner Across the Globe

What sets Modwin apart in the hospitality tech landscape is not just its technical expertise but its deep-rooted understanding of hotel operations and guest expectations. With successful projects across India, Singapore, the Middle East, and Africa, Modwin customizes solutions to fit each property’s unique needs—both operational and aesthetic. By offering a fully integrated technology model, Modwin simplifies vendor management, accelerates deployment, and maximizes ROI.

“Our goal is to be more than just a service provider,” says Vinod Vattekatt, Managing Director of Modwin Networks.We partner with hoteliers to build smart, secure, and efficient environments that drive performance and guest satisfaction.”

A Vision for the Future

Rooted in values of integrity, innovation, and accountability, Modwin’s hands-on leadership and commitment to excellence have earned the trust of clients and consultants across the globe. As hospitality evolves, technology will be the linchpin of operational efficiency and guest satisfaction. Modwin is uniquely equipped to support this shift—delivering scalable, integrated solutions that blend IoT, automation, and cloud-based infrastructure.

For hoteliers aiming to stay ahead of the curve, Modwin offers a future-proof technology foundation that enhances guest experiences, streamlines operations, and builds smarter, more connected hotels. In a world where digital transformation is essential, Modwin Networks stands as the intelligent choice for the hospitality industry’s next chapter.

To learn more or schedule a consultation, visit www.modwin.com

 


'Elate' by Jubilant FoodWorks: A Tech-First Approach to Restaurant Operations

'Elate' by Jubilant FoodWorks: A Tech-First Approach to Restaurant Operations

By Manu Vardhan Kannan

Published on March 31, 2025

Jubilant FoodWorks Limited (JFL), a leading food-tech company, has announced the launch of Elate, India's first Android-based Point of Sale (PoS) and Order Taking System designed exclusively for the food service industry.

Elate is a cloud-first system that integrates seamlessly with JFL’s Direct-to-Consumer (D2C) platforms, leveraging advanced machine learning models to create a unified digital ecosystem. This innovation is set to enhance order-taking, store operations, and overall customer experience, making restaurant operations more efficient.

Developed by JFL’s 250-member product, UX, tech, and data science team, Elate aims to:

  • Improve order-taking efficiency

  • Enhance store operations and customer service

  • Reduce employee training time from 6 weeks to just 6 hours

  • Optimize digital interactions for Gen Z customers

A Game-Changer in FoodTech

Commenting on the launch, Sameer Khetarpal, Managing Director & CEO, Jubilant FoodWorks, stated:

"Technology and digital transformation are at the heart of JFL’s strategy. With Elate, we are taking a bold step towards a seamless and efficient food-tech ecosystem, optimizing both customer experience and business operations."

Adding to this, Vaneet Singla, Chief Product Officer, Jubilant FoodWorks, described Elate as a game changer, stating:

"We have reimagined the order-taking experience from scratch. This Android-based, cloud-native system integrates perfectly with our D2C apps, significantly cutting down training time and improving efficiency."

Strategic Rollout & Future Plans

  • Elate is currently live in 10 Domino’s stores in Delhi NCR.

  • The system will be rolled out across 2,100 Domino’s outlets over the next year in phases.

  • Future updates will introduce more features to enhance dining and delivery experiences.

As customer preferences shift towards digital ordering, Elate is set to redefine restaurant operations, making ordering seamless, personalized, and efficient both online and in-store.


Dook International Unveils Performance-Linked Bonus Scheme for Travel Agents

Dook International Unveils Performance-Linked Bonus Scheme for Travel Agents

By Manu Vardhan Kannan

Published on March 26, 2025

Dook International has introduced a Performance-Linked Bonus (PLB) Scheme designed to reward travel agents registered under the Dook Agent-Connect Program. This initiative aims to enhance agent engagement and boost sales performance by offering financial incentives based on passenger bookings.

The PLB scheme applies to Free Independent Traveler (FIT) bookings, including group reservations of up to 10 passengers, scheduled for travel in the financial year 2025-26. Travel agents can make bookings either online or from their offices. The bonus structure is based on the total number of passengers booked:

  • 50 passengers: ₹300 per passenger

  • 100 passengers: ₹500 per passenger

  • 300 passengers: ₹700 per passenger

  • 500 passengers: ₹1000 per passenger

The accumulated bonus will be disbursed in April 2026, marking the beginning of the financial year 2026-27.

Speaking at the launch, Mr. Gopal Kapoor, Managing Director of Dook International, emphasized the company's commitment to supporting travel agents. He stated, "At Dook International, we value the contributions of our travel agent network. This PLB program is our way to recognize their efforts and offer real-life rewards that encourage sales and performance. Through this initiative, we aim to strengthen our partnerships and enhance the booking experience for both agents and their clients."

Dook International is a prominent travel company specializing in tours, destination management, and global travel solutions. The Dook Agent-Connect Program provides travel agents with exclusive deals, dedicated support, and rewarding incentives, reinforcing its commitment to a seamless and beneficial partnership with the travel industry.

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