Air India, owned by the Tata group, is actively modernizing its fleet and technologies, both frontend and backend. As part of this transformation, known as the “Vihaan.AI Transformation Program,” the airline is integrating various Generative AI technologies, such as ChatGPT, creating a digital workforce worth $200 million.
ChatGPT is a system that uses Generative Artificial Intelligence to automate communication using data. The platform can process requests and offer simple, user-friendly answers, solutions, or insights in no time. This technology and others like it are invaluable to the airline, providing new, improved communication capabilities in every area – customer-facing, finance, human resources, operations, engineering, corporate functions, and more.
The airline is also implementing a cloud-only, mobile-friendly, and design-rich system, as well as an AI-infused, digital-first approach to improve customer experience. The technology transformation at Air India is comprehensive and covers in-flight-entertainment, customer service and various other updates, ranging from website and app modernization to customer notifications, real-time customer support request tracking, employee empowerment, operational improvement systems, and more.
Satya Ramaswamy is the Chief Digital and Technology Officer currently in charge of Air India’s ambitious technological revamp. He has overseen the setting up of research and development teams in Kochi, Gurugram, and Silicon Valley, to develop manpower and digital engineering services for the airline.
The importance of Generative AI in consumer-facing industries like aviation cannot be understated. Air India is taking advantage of this and will no doubt have an industry-leading service once all the upgrades have been implemented. With these innovations, the airline is sure to foster a more seamless and efficient communication between it and the customers who rely on their services.
