In today’s fast-paced world, airlines are constantly seeking innovative ways to enhance customer experience and streamline operations. Air India, a leading global airline, has embraced cutting-edge technology to revolutionize its Air India Customer Care services. By launching AI.g, a sophisticated virtual assistant powered by generative AI, Air India is setting new benchmarks in customer support and convenience.
AI.g, introduced in May 2023, stands out as an industry-first virtual agent deeply integrated with Air India’s extensive enterprise data. This intelligent system, built on the robust Azure platform, expertly manages an impressive average of 30,000 customer inquiries daily. Spanning across 1,300 diverse topics, AI.g efficiently addresses queries related to bookings, real-time flight status updates, baggage information, seamless check-in procedures, frequent flyer rewards, and even access to airport lounges. This broad scope ensures that passengers receive comprehensive Air India customer care at their fingertips.
What truly distinguishes AI.g within Air India customer care is its exceptional ability to comprehend natural language, even when requests are colloquial or incomplete. Unlike conventional virtual assistants that often falter with nuanced queries, AI.g, leveraging Azure OpenAI Service, exhibits remarkable reasoning capabilities. For instance, a customer inquiring, “Can I bring my Labrador, Max, with me?” would be met with an accurate and helpful response. AI.g intelligently discerns that a Labrador is a dog, and therefore, pet policies are applicable. It then provides a detailed answer, even personalizing it by including the dog’s name, alongside the relevant pet travel policies. This level of understanding exemplifies the enhanced Air India customer care experience.
The impact of AI.g on Air India customer care is undeniable. To date, this AI-powered assistant has successfully processed nearly 4 million customer queries, achieving an astounding 97% automation rate. This high level of automation signifies a significant leap in efficiency and speed for Air India customer care. When AI.g identifies situations requiring human intervention, it seamlessly escalates the interaction to the contact center team. This smart escalation process ensures that complex issues or customers preferring human interaction receive personalized attention without delay.
The implementation of AI.g has demonstrably enhanced Air India customer care by prioritizing customer convenience and speed. Passengers can now resolve queries and access information much faster and more accurately than ever before. Furthermore, AI.g’s efficiency has empowered Air India’s contact center team to concentrate on cases necessitating human expertise and those customers who specifically prefer phone or in-person assistance. This strategic shift optimizes resource allocation and elevates the overall quality of Air India customer care. Beyond AI.g, Air India continues to innovate using the Azure-powered AI platform, offering features like streamlined visa and passport scanning during online check-in and baggage tracking through scanned tags. Voice recognition technology is also employed to analyze contact center conversations, ensuring quality assurance and continuous improvement of Air India customer care services. Air India’s commitment to leveraging AI showcases a significant advancement in modernizing and optimizing airline customer support.
