On Monday (April 24), Air India announced its decision to invest $200 million in modernising its digital systems, using ChatGPT artificial intelligence (AI) chatbot as part of this transformation plan. As part of the Vihaan.AI digital transformation programme, significant progress has been done in the airline’s efforts to modernise the systems involved, the company said in a press statement.
The investment of $200 million is earmarked to create a revamped and digital version of the basic digital systems, digital engineering services and to construct an industry-leading digital workforce. The initiative also involves using modern technology to replace traditional paper-based workflows. Satya Ramaswamy, Air India’s chief digital and technology officer said the objective is to serve customers and to create a sustainable competitive advantage for the airline’s operations by acquiring the world’s best in digital tech.
AI chatbot technology will be used for customer engagement purposes such as on the website and mobile application, customer service portal with real-time customer support tracking and analytics, digital marketing and contact centre modernisation. Along with that, the much-emphasized quantum computing is also being explored by Air India in order to solve complex optimisation challenges and enable complete automation.
Air India is a part of the Tata Group. Other companies include Air India Express, AIX Connect and Vistara. Satya Ramaswamy has been instrumental in the airline’s technology transformation journey and has been efficiency driving the digital investments in this technological modernisation process. Technology upgrades in Air India have enabled better customer service, improved disruption management and self-service re-accommodation apart from a host of other modern-age issues.
