Vistara, the joint venture between Tata Group and Singapore Airlines, has revolutionized its airline operations with its groundbreaking Data-First, Digital-First strategy. Vinod Bhat, the Chief Information Officer (CIO) and Chief Ethics Counsellor of Vistara, shared insights into this innovative approach.
By leveraging AI/ML-based data analytics and insights technologies, Vistara has optimized its processes, starting from its user-friendly website and mobile application to targeted passenger marketing campaigns and predictive maintenance. This data-driven approach has provided the airline with a unified view of its operations, empowering employees with the control and technology needed to enhance efficiency and deliver a seamless customer experience.
Bhat emphasizes the importance of technology in improving efficiency, especially within the complex ecosystem of airlines and aviation. Automation and efficiency directly impact customer satisfaction, with proactive maintenance practices reducing the time spent on the ground between landing and takeoff, ensuring timely departures.
Several successful projects highlight the effectiveness of technology in improving efficiency. Implementing RFID technology for monitoring and tracking components has significantly reduced the time spent on checks per flight. Automation using QR code technology has streamlined the approval process for engineers, ensuring only qualified individuals work on the aircraft. Furthermore, a crew rostering system that considers crew preferences and work-life balance has enhanced their overall experience.
Vistara recognizes the evolving nature of technology surrounding data insights and inferences. With the increasing number of smart devices and the generation of vast amounts of data, the airline aims to improve various aspects within and outside the aircraft. This data also plays a crucial role in making informed decisions for corporate purposes, such as starting new routes or gaining a better understanding of customer and employee profiles.
Data will remain at the forefront of Vistara’s culture, driving meaningful decisions and improving operations. The airline acknowledges the immense potential of AI-based technologies like Generative UI and Open AI, which have already demonstrated promising results in numerous internal use cases. To ensure alignment with their business objectives, Vistara has established a digital center of excellence within the organization to monitor and track these evolving technologies.
Vistara’s commitment to its Data-First, Digital-First strategy has transformed its airline operations, delivering a seamless customer experience through optimized processes and the utilization of AI/ML-based technologies. By focusing on efficiency and embracing innovative approaches, Vistara has become a leading player in the aviation industry, setting new standards for operational excellence.