Air India has launched its Generative AI-powered virtual travel assistant AI.g on WhatsApp. The Chatbot will help Air India travellers to ask questions across a wide spectrum of over 1300 travel-related topics and access a host of features through a simple Whatsapp chat. The new AI-driven feature is multilingual and opens a new guest support channel for the Indian airline.
Air India AI.g: Features
Through a WhatsApp chat, Air India guests will be able to check real-time flight status and baggage information, download boarding pass or get a copy of their e-tickets, select seats, check the status of customer support requests generated online, and ask many other common questions.
The AI.g speaks four languages: Hindi, English, French, and German and Guests can chat with AI.g using the WhatsApp number +91 96670 34444. Further, the customers can avail these features without having to call the airline’s customer contact centre.
Generative AI technology is a new wave of technology that is helping brands leverage the power of Artificial Intelligence and streamlining various process. Case in point, the AI.g understands what travellers ask and answer in a normal, friendly way.
AI.g can also learn from questions it can’t immediately answer, which helps it to become more efficient and effective over time. It can answer faster in an automated fashion for things like booking, baggage allowance or changing your flights.
“At Air India, we’re constantly innovating to make every touchpoint in the travel journey seamless and delightful for our guests,” says Rajesh Dogra, Chief Customer Experience Officer, Air India. “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.”
Air India is navigating through a five-year transformation roadmap under the aegis of Vihaan.AI, and has undertaken rapid upgradation of technology and strengthening of customer care initiatives amongst others.
The Tata Group owned erstwhile India’s national airline recently inducted its first Airbus A350 wide body aircraft, which is undertaking proving flights to receive necessary license from the DGCA. Air India ordered 470 planes from Airbus and Boeing as part of its transformation plan.