Air India Modernization Include ChatGPT Chatbot: Will Improve Website, App, And Other Customer-Facing Tools

Air India has been actively modernizing not only its fleet but also its backend and frontend technologies. The airline has indicated it will assimilate ChatGPT and presumably other Generative AI technologies.

Air India has been undertaking a revolutionary 360-degree modernization program called "Vihaan.AI Transformation Program" to better connect with its customers and ensure seamless communication. As part of the modernization process, the airline will incorporate Generative AI platforms in nearly every frontend and backend service, be it for customers or airline staff.

Air India Modernizing Nearly Every Aspect Of Commercial Passenger Aviation

Air India has reportedly invested around $200 million in new digital systems as well as digital engineering services. The airline had previously claimed it is creating an industry-leading digital workforce.

The Tata Group-owned airline has been building a modern digital and technology team. It has research and development teams in Kochi and Gurugram as well as in Silicon Valley in the United States, said Air India's Chief Digital and Technology Officer Satya Ramaswamy.

"The scope of the technology transformation at Air India is extensive and covers every aspect of the airline including commercial, engineering, operations, ground handling, finance, human resources, and corporate functions".

"... we are adopting a cloud-only, mobile-friendly, design-rich, AI-infused, digital-first approach to all our technology initiatives that we are executing with speed."

As part of the modernization, Air India is deploying new technology systems, including "website and mobile app modernization, user-friendly customer notifications system, ChatGPT-driven chatbot, in-flight-entertainment system modernization and customer service portal with real-time customer support request tracking, " added Ramaswamy.

Air India To Rely On ChatGPT For Better Communication With Customers

Modern Generative Artificial Intelligence (AI) platforms such as OpenAI's ChatGPT and Google Bard are the obvious choices for several consumer-facing companies. These platforms accept and understand complex queries, and offer simple-to-understand answers driven by a large amount of data.

Airlines are one of the biggest industries that churn out vast amounts of data. Generative AI platforms can quickly process data and offer practical as well as user-friendly answers, solutions, or even insights.

Air India has already made an investment of 0 million to modernise its digital systems.

The airline will use ChatGPT driven chatbot.

Website and app modernisation, user friendly notification system & IFE modernisation is under development. pic.twitter.com/untegF8wzF

— JetArena (@ArenaJet) April 24, 2023

Hence, it is no surprise that Air India has decided to adopt ChatGPT, and presumably similar platforms, to better communicate with its customers. Incidentally, Air India is modernizing multiple systems including a passenger service system and departure control system, sales system, engineering management system, turnaround management, fuel management, and sustainability.

Besides the aforementioned backend services, frontend platforms such as customer engagement, employee empowerment, and operational improvement system too may have Generative AI. Needless to say, incorporating Generative AI platforms at the conceptualization, planning, and deployment stages itself should help Air India immensely.

Air India airline staff may also benefit from ChatGPT as the company is modernizing digital workplace tools, employee engagement, and self-service portals, mobile devices for pilots, cabin crew, airport operations crew, learning and development tools, and automated crew pairing and rostering, among other platforms, confirmed a press release from the Tata-owned company.