Air India invests $200 million for digital systems transformation
Air India announced on Monday that it is making a $200 million initial investment for digital systems transformation which includes deploying the ChatGPT-driven chatbot and other initiatives. The airline has already invested in new digital systems, digital engineering services, and in creating an industry-leading digital workforce as part of the Vihaan.AI transformation programme.
The airline aims to sustain this pace of investment over the next five years to be a leader in the industry by deploying cutting-edge technologies, ranging from traditional digital technologies to modern generative artificial intelligence (AI).
On the customer engagement front, Air India is deploying new technology systems which include a website and mobile app modernisation, user-friendly customer notifications system, ChatGPT-driven chatbot, in-flight-entertainment system modernisation and a customer service portal with real-time customer support request tracking. Additionally, such systems are new technology systems that will be used for digital marketing, contact centre modernisation, disruption management and self-service re-accommodation, customer feedback and analysis.
The Tata Group-owned airline is also investing in building a cutting-edge digital and technology team with its presence in Kochi and Gurugram as well as in Silicon Valley in the United States.
Air India's Chief Digital and Technology Officer, Satya Ramaswamy, said, "The scope of the technology transformation at Air India is extensive and covers every aspect of the airline including commercial, engineering, operations, ground handling, finance, human resources, and corporate functions. We are adopting a cloud-only, mobile-friendly, design-rich, AI-infused, digital-first approach to all our technology initiatives that we are executing with speed."
Air India is focusing on having common systems across the full-service and the low-cost segments to gain from economies-of-scale and economies-of-learning across all the group airlines, driven by common platforms and a shared world-class team. Four airlines are part of the Tata Group.
For employee empowerment, the airline said new technology systems will be deployed for modern secure digital workplace tools, employee engagement and self-service portals, mobile devices for pilots, cabin crew and airport operations crew, automated crew pairing and rostering, and crew management and crew disruption management, among others.
For operational improvements, Air India is modernising various systems including the passenger service system and departure control system, sales system, engineering management system, turnaround management, fuel management and sustainability. Tata Group took control of Air India in January last year.
