Air India has announced an investment of up to $200 million for modernising its digital systems. To that end, the company has undertaken the Vihaan.AI transformation programme, with various initiatives being completed and more in progress. With respect to customer engagement, Air India will use ChatGPT-driven chatbot and other digital tools. Additionally, they are also investing in cutting-edge digital and technology teams based in three locations, including Silicon Valley in the United States.
The transformation includes the application of both traditional digital technologies and modern age AI generation. Air India is leveraging quantum computing to deal with complex optimisation challenges facing the airline industry. As part of the website and mobile application modernisation, customers will be sent user friendly notifications. Apart from this, the in-flight-entertainment system will also be modernised. Additionally, there will be contact centre modernisation and disruption management as well.
Tata Group-owned Air India is also investing heavily in building a digital and technology workforce. The scope of the transformation covers every aspect of the airline, from commercial, engineering and operations all the way to finance, human resources, and the corporate functions. Air India is focused on having a unified system across its full-service and low-cost segments so as to gain from economies-of-scale and learning from the industry’s best practices. Apart from Air India, subsidiaries including Air India Express, AIX Connect and Vistara are also part of the Tata Group.
Satya Ramaswamy, Air India’s Chief Digital and Technology Officer, said that they are adopting a “cloud-only, mobile-friendly, design-rich, AI-infused, digital-first” approach to all their technology initiatives. Other updates include the employee empowerment initiatives that include new technology systems for a range of purposes. New automated rostering systems, crew management and disruption management are part of the employee updates, as well as the passenger service system, sales system and engineering management system.
Air India’s Vihaan.AI transformation programme is a major milestone in their endeavour to promote the use of the latest technological breakthroughs in the airline industry to their customers’ benefit. By deploying cutting edge technologies, Air India aims to become an industry leader in the airline sector. Through their investorment, the company is pushing towards more efficient, cost-effective and automated solutions that could both future-proof the airline and capitalise on the opportunities it offers.
