Air India is preparing to launch an AI-driven booking system designed to enhance the reservation process for its customers. According to the company, its new platform utilises generative Artificial Intelligence (AI) to streamline user interactions, aiming to reduce booking times and improve overall efficiency.
The forthcoming interface will enable customers to make reservations through simple intent-based requests, eliminating the need to navigate multiple screens or input extensive details, the company said in a statement.
This system will be integrated across Air India’s digital platforms, including its mobile app, website, and chatbot, ensuring a consistent and user-friendly booking experience.
“Being ‘customer-obsessed’ and ‘design-rich’ are two key operative principles we have adopted in our digital transformation journey,” said Satya Ramaswamy, Chief Digital and Technology Officer, Air India. “It is an honour to bring this innovation to our customers soon, as we continue to enhance our digital channels.”
A senior executive said that these developments are part of the airline’s broader digital transformation strategy, which includes a significant investment of $200 million in modernising its digital systems. The airline has been deploying new technology systems, such as a ChatGPT-driven chatbot, to improve customer engagement and operational efficiency.
In addition to customer-facing improvements, Tata’s Flagship Airline has successfully migrated its core Enterprise Resource Planning system to a cloud-based platform using RISE with SAP.
The company said that the migration enhances its technological agility and scalability, facilitating the introduction of innovative digital solutions to improve operational efficiencies, customer experiences, and employee engagement.
Also, Air India has deployed a Generative AI virtual agent, named ‘Maharaja,’ powered by Azure OpenAI service. Since its pilot launch in March 2023, Maharaja has managed over 6,000 queries a day in multiple languages, handling a wide range of customer inquiries related to flight status, baggage allowances, check-in procedures, and more.
These initiatives are part of Air India’s Vihaan.AI transformation program, which uses digital technologies as a key differentiator for the airline. The program focuses on enhancing customer experience, transforming revenue management, and improving operational efficiencies through the adoption of advanced digital solutions.
