Air India is looking to the future with its newest digital investments, pushing ahead with its plan to transition to a world-class airline. The company has put in a 200-million dollar investment to update its customer-facing and operational systems, and develop a team of world-class professionals in India and Silicon Valley. This investment is part of the carrier’s five-year plan, which seeks to drive major improvement to its digital services.
Air India is modernizing its website and mobile app, focusing on customer notifications, creating a customer service portal with real-time tracking, and introducing a ChatGPT-driven chatbot that offers an intuitive platform for customers to interact with. The carrier is also equipping its frontline staff, pilots, and other ground crew with the best technology can offer.
Air India is investing in a wide range of departments for an improved customer experience, such as in-flight entertainment systems, digital marketing, and contact centre modernization. For improvement employee performance, it has deployed tools such as secure digital workplaces and automated crew pairing and rostering. The carrier’s automated systems assist in flight planning and tracking, aircraft movement management, and disruption management.
Leading this ambitious venture is Air India’s Chief Digital and Technology Officer, Dr. Satya Ramaswamy. Dr. Ramaswamy has been driving innovation in the airline’s digital systems and helping steer it towards its five-year plan for industry-leading digital services. With all of these changes, Air India seeks to become a global leader and to leave its history of sluggish performance behind.
