Air India, is known as the famous airline company in India and in the world. The company is owned by Tata Group, and servicing 102 domestic and International destinations. As the airline industry welcomes digital innovation, the demand for advanced customer service solutions is greater than ever.Air India is working on creating AI chatbots to help airlines in the US and Europe improve their customer service. This step will make it easier for airlines to assist passengers, using technology to communicate more smoothly and efficiently. This move aims to transform how airlines interact with their customers and improve their overall experience better.
European and US airlines have recently approached Air India for guidance in developing generative AI chatbots, inspired by Air India’s own AI.g chatbot, which has shown impressive capabilities in handling nearly all customer queries easily.
Why AI.g Chatbots matter’s in Air India Airline:
Air India involves daily customer service interactions, including booking flights, checking flight status, and managing luggage. Traditionally, these interactions depend on customer service agents, which results to long time waits and frustration for traveller. AI.g, which is Air India artificial intelligence chatbot, which is powered by ChatGPT, the ‘g’ represents the generative AI. As AI.g is so smart as it can manage many of these inquiries automatically, providing quick answers to common questions and assisting passengers at any time of day, with all queries regarding to airlines.
The global market for artificial intelligence chatbots is expected to grow rapidly, determined by the need for fast and efficient customer services. For airlines that implement AI.g chatbots, will enhance their passenger experiences, reduce costs, and improve efficiency. This generative AI.g chatbot can handle customer’s queries very quickly regarding flights, As this AI chatbot is powered by ChatGPT.
Air India Role in Creating AI.g Chatbot in Airline:
As part of its modernization efforts, Air India is investing in technology, including AI. The airline is not just focusing on improving its own services they are also helping US and European airlines to create AI.g chatbots that can help meet international traveller needs. Artificial intelligence in the Airline industry is becoming required on daily activities.
AI.g chatbot launched in May 2023, Air India’s chatbot AI.g has already proven to be a major benefit in customer support. Handling approximately 30,000 queries daily, AI.g successfully manages around 97% of all customer inquiries, with no need for support from live agents.
Key Features of AI.g Chatbot:
The AI.g Generative AI virtual assistance developed by ChatGPT is designed with important and interesting features to enhance the customer services of Airlines:
1. Instant Flight Information
The AI.g Chatbot offers instant updates on flights, such as delays, gate changes, and cancellations, keeping passengers informed in real-time. Lets travellers set reminders for flight notifications and updates and AI.g will manage it all.
2. Help with Booking
Assists with booking flights, comparing fares, and even finalizing ticket purchases directly in the chat.Manages changes to reservations, and cancellations, and answers questions about refund policies or fees.
3. Track and Manage Baggage
This Offers updates on the location of checked baggage. Helps with lost or delayed baggage claims and can provide information on possible compensation.
4. Check-In and Boarding Pass
Allows passengers to check in through the chat and receive their boarding pass.
Sends reminders for check-in and helps travelers with airport procedures.
5. Health and Medical Assistance
This feature assists travelers with specific medical needs, such as providing support for pregnant women, children traveling alone, or those requiring special medical services like wheelchair assistance. AI.g efficiently manages these requests, ensuring a smooth and customized travel experience for passengers with unique requirements.
Air India’s AI.g idea inspires airlines in the US and Europe:
Top airlines in the US and Europe have reached out to Air India for help in developing generative AI chatbots. According to Satya Ramaswamy, who recently spoke to select media representatives, These airlines want to use Air India’s expertise in AI and chatbot development to achieve similar success with their own operations.
Air India plans to launch a “One-Click Booking” AI portal in India:
As part of its digital transformation, Air India is focused on making customer experiences smoother with new features. A next development is the upcoming “one click booking” feature, for which Air India recently applied for that process. Planned to launch on its Website and App by December, this feature will allow users to complete bookings with a single click, simplifying the entire process.
The ‘one-click booking’ system is designed to make ticketing easier and faster, removing difficulty and creating a smooth experience for travellers. This Idea is a big step forward for Air India, which is transforming under the Tata Group.
Conclusion:
Air India’s quick progress in digital transformation, especially with generative Artificial intelligence, has placed it as an unexpected leader in the airline industry’s shift toward AI. Artificial intelligence helps things to do speedy and better day-by-day. Interest from major US and European airlines highlights Air India’s success and opens up possibilities to reshape customer service in Airline Industry.
