Did you know Air India uses AI bot that resolves 97% of customer issues?

Air India is undergoing rapid transformation, in terms of technology, digitisation, aircraft, interiors, customer experience – you name it. The airline is leaving no stone unturned to evolve into a world-class airline and as a part of this process the airline is rapidly evolving as an AI-infused company.

Speaking at the Centre for Asia-Pacific Airline (CAPA) summit on Digitisation in New Delhi, Air India's chief digital and technology officer, Satya Ramaswamy said that the airline has made significant strides in its digital transformation journey, eliminating data silos and laying a robust data infrastructure that provides it with a distinct global competitive edge. 

Speaking on the Vistara merger, Ramaswamy added that the process is progressing smoothly. "Post-merger, Vistara's customers and employees will benefit from a comprehensive digital upgrade," he said. 

The use of artificial intelligence in solving customer queries has been one of the major cornerstones of Air India's transformation path. The airline launched AI.g -- a generative AI-powered virtual assistant that manages around 30,000 customer queries daily. 

Air India boasts that the bot has a relatively high containment rate of 97% with most issues being resolved without any human intervention. 

"Our removal of data silos has enabled us to create a transparent and data-driven organisation. We now have the ability to correlate data across multiple departments, giving us a competitive advantage on the global stage," Ramaswamy said. 

He also noted that Air India aims to leverage this technology to become more efficient and improve the customer experience.

Describing this as the most complex digital transformation project undertaken by Air India, Ramaswamy expressed optimism about the airline's path forward. 

"We are building a data-transparent culture that will position us as a global leader," he concluded.