On Monday, Air India said that as part of its $200 million initial investment in modernizing the airline’s digital systems, it will use a chatbot powered by ChatGPT as well as a number of other projects.
The airline, which has started the Vihaan.AI transformation plan, reported that it has achieved substantial progress in its attempts to upgrade the landscape of its digital systems, with a number of initiatives already accomplished and a large number more in the works.
It has already committed close to $200 million to the development of new digital systems, digital engineering services, and a workforce that is at the forefront of the digital business.
According to a press release, the carrier expects to maintain this pace of investment over the next five years as the transformation journey shifts from catching up with top-tier airlines to assuming a leadership position by deploying the most advanced technologies, ranging from conventional digital technologies to contemporary generative Artificial Intelligence (AI).
Additionally, Air India is investigating cutting-edge developments including the use of quantum computing to address some of the most difficult optimization problems in the market.
The airline is implementing new technological systems to improve customer engagement, such as “website and mobile app modernization, user-friendly customer notifications system, ChatGPT-driven chatbot, in-flight entertainment system modernization, and customer service portal with real-time customer support request tracking.”
These current technology systems will also be used for customer feedback and analysis, disruption management, self-service re-accommodation, digital marketing, and contact center modernization.
The airline, which is owned by the Tata Group, is making investments to create a cutting-edge digital and technology team and has offices in Silicon Valley, Kochi, and Gurugram.
Every component of the airline, including commercial, engineering, operations, ground handling, finance, human resources, and corporate services, are included in the broad scope of Air India’s technology transformation.
Air India’s Chief Digital and technological Officer Satya Ramaswamy said, “We are adopting a cloud-only, mobile-friendly, design-rich, AI-infused, digital-first approach to all our technology initiatives that we are executing with speed.”
Air India is concentrating on having shared world-class teams and common platforms across the full-service and low-cost categories in order to benefit from economies of scale and economies of learning across all the group airlines.
The Tata Group includes four airlines: Air India, Air India Express, AIX Connect, and Vistara, a partnership with Singapore Airlines.
The airline announced new technology systems for modern secure digital workplace tools, employee engagement and self-service portals, mobile devices for pilots, cabin crew, and airport operations crew, automated crew pairing and rostering, crew management, and crew disruption management, among others, will be deployed with the goal of empowering employees.
Air India is updating a number of systems, including the departure control and passenger service systems, the sales system, the engineering management system, turnaround management, fuel management, and sustainability.
