Air India to invest in customer service tech in its turnaround journey
“Digital will be one of the competitive advantages for Air India. We want to be the most technologically advanced airline in the world,” Satya Ramawamy, Chief Digital and Technology Officer at Air India.
The airline, which lacked any modern technology in its daily functioning before privatisation, has invested heavily to upgrade its digital capabilities including investing in artificial intelligence.
“Currently our AI tool bot handles 97% of passenger queries without transferring them to the call center. It has helped us to limit the requirement of increasing agents in the call centre. On a day barely 300 queries out of 10,000 queries” Ramaswamy said.
Ramaswamy feels that a new website and smooth experience on the platform will result in the airline doubling its ticket sales through direct channels, including its website and app, within the next 2-3 years by enhancing their value proposition to passengers.
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