Air India is planning to use ChatGPT-driven chatbot and various other initiatives as part of modernising its digital systems as a part of second leg of Vihaan.AI transformation programme. The airline has already made an initial investment of $200 million to create an industry-leading digital workforce.
“We are planning to sustain this pace of investment over the next five years as the transformation journey shifts from catching up with world-class airlines to taking a leadership position by deploying the most cutting-edge technologies ranging from traditional digital technologies to modern generative Artificial Intelligence (AI),” the airline said in a statement.
Air India is also exploring emerging trends such as the application of quantum computing to solve some of the most complex optimisation challenges in the industry.
On the customer engagement front, the airline is deploying new technology systems, including ‘website and mobile app modernisation, user-friendly customer notifications system, ChatGPT-driven chatbot, in-flight-entertainment system modernisation and customer service portal with real-time customer support request tracking".
Also, such systems are new technology systems that will be used for digital marketing, contact centre modernisation, disruption management and self-service re-accommodation, customer feedback and analysis.
The Tata Group-owned airline is also investing in building a cutting-edge digital and technology team with its presence in Kochi and Gurugram as well as in Silicon Valley in the United States.
"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's Chief Digital and Technology Officer Satya Ramaswamy said.