DELHI- Tata Group-owned Air India (AI) developed an AI chatbot AI.g processes 97% of customer inquiries independently, handling approximately 30,000 daily queries since May 2023.
The system has managed 4 million customer interactions without human intervention.
Air India AI Chatbots
Multiple major US and European airlines seek Air India’s expertise in developing similar generative AI chatbots. Air India’s Chief Digital & Technology Officer Satya Ramaswamy confirms sharing knowledge while maintaining AI.g’s competitive advantage.
Air India has filed its first patent for a ‘one-click booking’ feature. This innovation will streamline ticket purchases across the airline’s website and mobile application platforms.
The Tata Group-owned carrier positions itself as an AI-infused company. This technological transformation demonstrates Air India’s commitment to digital innovation in aviation services.
Ramaswamy emphasizes Air India’s thought leadership in aviation technology. The airline offers development assistance to other carriers while maintaining its technological edge. The success of AI.g attracts the attention of leading global airlines.
The carrier’s technical team restricts the chatbot’s operations to airline-specific systems and knowledge, preventing racial bias. The implementation combines Large Language Models (LLMs) with custom safeguards to ensure appropriate, unbiased responses to customer queries.
The Tata Group advances its airline consolidation strategy through strategic mergers. Vistara integrates into Air India on November 11, following the successful merger of Air India Express and AIX Connect (formerly AirAsia India) on October 1.
International Codeshare Deals
Air India eyes new codeshare agreements with Air Canada (AC) and United Airlines (UA) from its Gurugram headquarters. The United Airlines partnership creates Air India’s first major US carrier collaboration, strengthening its position in the India-US market.
The carrier revives its Air Canada partnership, extending pre-privatization connections. Both agreements offer passengers integrated benefits, including unified itineraries, seamless check-in, and consolidated frequent flyer rewards.
Air India negotiates new alliance frameworks with Lufthansa (LH) and Singapore Airlines (SQ) while developing Delhi and Mumbai as primary hubs. The partnerships establish equitable operational terms among participating carriers.
The codeshare strategy expands revenue potential beyond standard interline agreements. Partner airlines access broader fare categories and joint marketing opportunities, enhancing market presence and passenger connectivity.
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