Air India is basking in the technology glory these days, as the airline is on its five-year transformation plan. Air India is using an AI-based chatbot to handle its customer queries. One of the best features of this chatbot is that it operates with the assistance of human call centre agents and handles over 97 percent of customer queries, thus considerably reducing the load on human effort.

Eyeing this technology, major US and European Airlines have approached Air India to develop generative AI chatbots.

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Currently Air India is all set to launch a ‘one-click booking’ feature on its website and mobile app, marking its first-ever patent filing. The launch is slated towards the end of this year.

Revealing the plans for this patent filing during a press briefing, Satya Ramaswamy, chief digital and technology officer, Air India said, “Air India is committed to innovation, despite sharing their information regarding their AI chatbot knowledge with others, no competitor has achieved a breakthrough similar to theirs.”

Going ahead Air India will be assisting these airlines with this AI technology development. “Its about thought leadership,” added Ramaswamy.

Since Air India launched AI-chatbot in May, 2023, the bot has resolved over 4 million issues and regularly handles 30,000 queries per day. If we look at the above mind-boggling figures, we will just realise the depth of AI-chatbot usage and its demand in the future.

The airline is also working to ensure that the chatbot is safe and completely unbiased in its response. “Besides we are also working on the safety measures for AI and using Large Language Models (LLMs) to provide precise and responsible service for its customers,” Ramaswamy concluded.

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