Air India Takes Major Digital Transformation Initiative With Investments Worth $200 Million, To Introduce ChatGPT-powered Chatbot

Air India has updated its digital systems and will soon introduce a ChatGPT-powered chatbot, investing $200 million in modernisation efforts.

The airline has made significant advancement in modernising its digital systems and has completed many initiatives, with several others close to being finished.

Air India has also invested in creating a digital and technology team with presence in Kochi, Gurugram, and Silicon Valley (US), as they invest in the latest technology. The airline stated all group airlines, including low-cost carriers, will benefit from technological modernisation of digital infrastructure, reported the Financial Express.

Common systems will be implemented across all group airlines to benefit from economies-of-scale and economies-of-learning, the result of which will be driven by shared platforms and a world-class team.

The airline stated they invested around $200 million in digital systems, engineering services, and workforce development, aiming to be a leading player in the industry.

For the next half-decade, Air India plans to continue investing at its current rate. The goal is to move beyond simply catching up to world-class airlines and become a leader in the industry.

To achieve this, the airline will be utilizing a range of advanced technologies, from traditional digital to cutting-edge generative "Artificial Intelligence".

"The objective is to transform customer engagement and drastically improve operational efficiencies. Thinking ahead to long-term leadership, Air India is also exploring emerging trends such as the application of quantum computing to solve some of the most complex optimisation challenges in the industry, ” it added.

Air India has identified several areas where it has implemented new "technology systems" or is in the "advanced stages of deployment," including customer engagement, employee empowerment, operational enhancements, and enterprise systems transformation, according to their statement.

Air India mentioned using new technology in customer engagement, employee empowerment, operational improvements, and enterprise systems transformation, showcasing their deployment or advanced stages of deployment.

The services offered are website and app updates, customer notifications, a ChatGPT chatbot, modernised in-flight entertainment, real-time customer support tracking, digital marketing, improved contact centers, self-service re-accommodation, customer feedback and analysis.