What is Air India actually doing with ChatGPT?
Air India announced on Monday that it will be using cutting-edge technologies, including a Chat GPT-driven chatbot, as part of a $200 million investment to modernize its digital systems.
Air India, India’s premier airline, has announced its plans to modernize its digital systems with cutting-edge technologies, including a Chat GPT-driven chatbot, to enhance its customer experience. With this move, Air India aims to improve its services and stay ahead of its competitors in the Indian aviation industry.
Air India has been working on modernizing its digital systems for a while now, and introducing a Chat GPT -driven chatbot is a crucial step in this direction. This chatbot is powered by artificial intelligence (AI) and has been designed to understand natural language queries and provide accurate and relevant responses to customer queries.
Statements were given by Air India officials and the airline.
“The airline has already invested approximately $200 million US in new digital systems, digital engineering services, and in creating an industry-leading digital workforce,” the airline stated.
We are on a mission to delight our customers and create a sustainable competitive advantage in our operations by adopting the world’s best in digital technologies. We are adopting a cloud-only, mobile-friendly, design-rich, Al-infused, digital-first approach to all our technology initiatives that we are executing with speed,” said ‘Satya-Ramaswamy’ Air India’s chief digital and technology officer.
Ramaswamy said that the “scope of the technology transformation at Air India is extensive and covers every aspect of the airline.”
Four airlines are a part of the Tata Group: Air India, Air India Express, AIX Connect, and Vistara.
In order to benefit from the “economies-of-scale” and “economies-of-learning” across all group airlines, Air India stated that a strong emphasis is being placed on having standard systems across the full-service and low-cost categories. These systems are powered by shared world-class teams and common platforms.
Where will be the chatbot used in the airline?
Additionally, Air India listed a few areas where it has implemented new “technology systems” or is nearing implementation, including customer interaction, staff empowerment, operational improvements, and enterprise system transformation.
The airline has decided to use the chatbot in their app to make it look more user-friendly and on their website as well. Air India has many features like user-friendly customer notification, a customer service portal with real-time customer support request tracking, digital marketing, contact center modernization disruption management, and self-service re-accommodation.
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