Implements cutting-edge innovations like a chatbot powered by ChatGPT. Major airline Air India announced on Monday that it has updated some of its digital systems and is implementing cutting-edge innovations, including a chatbot powered by ChatGPT, for an initial cost of $200 million.
In its efforts to update its digital systems, the airline claims to have made significant progress, with “many initiatives already completed and several more in advanced stages towards completion.”
Additionally, Air India, it has invested in creating a cutting-edge digital and technology team with locations in Silicon Valley, India’s Silicon Valley, and India’s Kochi and Gurugram.
The airline made the point that all group airlines, including low-cost carriers, will gain from the modernization of the digital and technological landscape.
In order to benefit from “economies-of-scale” and “economies-of-learning” across all group airlines, it was stated that a strong emphasis is being placed on having common systems across the full-service and low-cost categories. These systems are powered by shared world-class teams and common platforms.
“The airline has already invested approximately $200 million US in new digital systems, digital engineering services, and in creating an industry-leading digital workforce,” the airline stated in a statement.
The transformation journey shifts from catching up with top-tier airlines to assuming a leadership position by deploying the most cutting-edge technologies, ranging from conventional digital technologies to contemporary generative ‘Artificial Intelligence’ (AI). It expects to maintain the pace of investment over the next five years. Transforming client engagement and vastly increasing operational effectiveness are the goals. With an eye toward long-term leadership, Air India is also investigating new trends, such as the use of quantum computing to address some of the most difficult optimization problems in the market.
Additionally, Air India listed a few areas where it has implemented new “technology systems” or is nearing implementation, including customer interaction, staff empowerment, operational improvements, and enterprise system transformation.
In-flight entertainment system modernization, user-friendly customer notifications system, ChatGPT-driven chatbot, customer service portal with real-time customer support request tracking, digital marketing, contact centre modernization, disruption management and self-service re-accommodation, customer feedback and analysis are a few of these.
