Air India, a Tata Group owned airline, is investing $200 million to modernize its digital systems, embarking on its Vihaan.AI transformation programme. Multiple initiatives have already been completed and many more are in progress to ensure the airline is leading in technology. Air India is keen to explore and benefit from trends such as quantum computing to tackle complex optimisation challenges.
On the customer engagement front, the airline is deploying new technology systems like 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. The airline is also using digital marketing, contact centre modernisation, disruption management and self-service re-accommodation, and customer feedback and analysis systems.
The company is also investing in building a cutting-edge digital and technology team in multiple locations, including Silicon Valley in the United States, in order to create a common digital platform. This platform will incorporate all airlines of the Group, including Air India, Air India Express, AIX Connect, and Vistara (joint venture with Singapore Airlines).
Employee empowerment is an important part of this transformation with new technology systems, including modern secure digital workplace tools, employee engagement and self-service portals, mobile devices, automated crew pairing and rostering and crew management and disruption management being deployed. Additionally, the new technologies will also improve operational efficiency with the help of passenger service system and departure control system, sales system, engineering management system, turnaround management, fuel management, and sustainability.
Satya Ramaswamy, Chief Digital and Technology Officer at Air India, discussed the scope of the technology transformation saying, “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.” He further added that the transformation will focus on taking a leadership position by deploying cutting-edge technologies alongside traditional digital technologies and modern generative Artificial Intelligence (AI).
The Tata Group is the largest business conglomerates in India. It conducts its business through various subsidiaries including Tata Motors, Tata Power, Tata Steel, Tata Consultancy Services and other market leaders in their respective industries. The diverse operations of the company range from luxury cars and energy resources to telecommunications, IT and financial services. All these different entities result in a powerful conglomerate that counts as one of India’s most profitable businesses.
