Air India introduces seamless AI booking

Air India, India’s leading global airline, is set to unveil a groundbreaking generative Artificial Intelligence (AI)-driven booking feature, which is expected to revolutionize the customer reservation experience. The innovation reflects Air India’s commitment to leveraging cutting-edge technology to enhance its digital offerings.

The new feature is designed to reimagine the traditional ticket booking journey, creating an intuitive, efficient, and user-friendly interface. By integrating AI-generated insights, Air India aims to elevate its customers' experience through the following benefits:

• Minimized user effort: Customers can simplify bookings by specifying their travel intent using a straightforward request, eliminating the need to navigate multiple screens or enter extensive data manually.
• Reduced booking time: By streamlining the booking flow, the process becomes faster, significantly cutting the time spent on reservations.
• Seamless end-to-end journey: The new system will support users throughout the travel process, from researching destinations to booking tickets and receiving post-travel support.

The AI-powered capability will be integrated across Air India’s digital channels, including its mobile app, website, and chatbot. It will enable customers to switch seamlessly between platforms, ensuring a consistent and uninterrupted experience.

“Being ‘customer-obsessed’ and ‘design-rich’ are two key operative principles we have adopted in Air India’s digital transformation journey,” said Dr. Satya Ramaswamy, Chief Digital and Technology Officer, Air India. “We are making considerable effort to create aesthetic and user-friendly designs to help our guests effectively use our digital channels, such as the mobile app, website, and the generative AI virtual agent AI.g. This innovation reflects our ongoing commitment to delivering world-class digital experiences.”

The implementation of this AI-driven system will leverage insights gained from the airline’s pioneering generative AI technologies, including its virtual agent AI.g, which remains one of the most advanced in the global airline industry.