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Air India launches AI assistant AI.g on WhatsApp for customer support
Thu, 11th Jan 2024

Air India, a global airline, has announced the expansion of its AI-driven virtual travel assistant, AI.g, onto the popular communication platform WhatsApp. This will provide a novel, accessible channel for customer support, offering travellers guidance on a wide range of over 1300 travel-related topics.

Since its first flight on October 15, 1932, Air India has built an extensive domestic network with non-stop flights to cities around the world, across the USA, Canada, UK, Europe, Far-East, South-East Asia, Australia, and the Gulf. After 69 years as a government-owned enterprise, Air India and Air India Express were welcomed back into the Tata group in January 2022.

Now, via a simple WhatsApp chat, Air India's customers can swiftly track their flight status and baggage information in real-time, download boarding passes or e-tickets, select seats, check on the status of online customer support requests, and ask an array of common questions. This development means Air India's clientele will now be able to access all these services without reaching out to the airline's customer contact centre.

The AI.g chatbot speaks four languages: Hindi, English, French, and German, catering to Air India's expansive global customer base. Guests can interact with AI.g using the dedicated WhatsApp number +91 96670 34444.

Rajesh Dogra, Chief Customer Experience Officer at Air India, highlights the airline's dedication to enhancing the travel experience for passengers. Integrating AI.g into WhatsApp reflects their commitment to seamless customer service, ensuring accessibility and immediate assistance. The move aligns with Air India's vision of being where its customers are, delivering instant and relevant information 24/7.

"At Air India, we're constantly innovating to make every touchpoint in the travel journey seamless and delightful for our guests," says Rajesh Dogra. 

"Bringing AI.g to WhatsApp is a testament to that commitment. The accessibility and immediacy of WhatsApp align perfectly with our vision for customer service, we want to be where our guests are, providing them with instant, relevant information and assistance at their fingertips, 24/7."

The Generative AI technology utilised by AI.g enables the chatbot to understand and respond to customers' queries in a natural and congenial manner. As AI.g learns from the questions it can't immediately answer, it continually enhances its effectiveness and efficiency. This means customers get their answers faster in an automated fashion for things like booking, knowing their baggage allowance or altering their flights. Setting AI.g to handle these common queries additionally allows the Air India team to assist with more complicated or high-value queries.

Air India's unveiling of AI.g on WhatsApp is part of a larger five-year transformation roadmap the airline is navigating under the guidance of Vihaan. AI. Its goal is to become a world-class airline with an Indian heart. The first phase of this transformation was recently completed and concentrated on fixing the basics and enhancing several customer service initiatives.

As a member of Star Alliance, the largest global airline consortium of international airlines, Air India provides seamless connectivity and facilities to passengers all over the world.