Air India to use ChatGPT-driven chatbot as part of systems modernisation – Times of India

Air India on Monday (April 24) announced it will be using ChatGPT artificial intelligence AI chatbot as part of modernising the airline’s digital systems. It made an initial investment of $200 million for this purpose.
According to news agency PTI, the airline embarked on the Vihaan.AI transformation programme and said that significant progress has been made in its efforts to modernise its digital systems landscape. Under the programme, Air India’s multiple initiatives have already been completed and various others are in progress.
The investment has been around $200 million in new digital systems, digital engineering services, and in creating an industry-leading digital workforce.

“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, AI-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.”
Where Air India will use AI chatbot
The airlines will use ChatGPT-driven chatbot in customer engagement as part of the website and mobile app modernisation, user-friendly customer notifications system, customer service portal with real-time customer support request tracking, digital marketing, contact centre modernisation, disruption management and self-service re-accommodation.

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 said.
“It expects to sustain this pace of investment over the next five years as the transformation journey shifts from catching up with world-class airlines to taking a leadership position by deploying the most cutting-edge technologies ranging from traditional digital technologies to modern generative Artificial Intelligence (AI). The objective is to transform customer engagement and drastically improve operational efficiencies,” Air India said.
Four airlines are part of the Tata Group – Air India, Air India Express, AIX Connect and Vistara.