Air India invests $200 mn in digital tech, to use ChatGPT-driven chatbot

Tata group-owned airline company Air India on Monday said that it will be using artificial intelligence (AI) lab OpenAI’s ChatGPT-driven chatbot and various other digital initiatives as part of modernising its systems. The airline added that it has already invested around $200 million in its technology initiatives, including, digital engineering services, and in creating a cutting-edge digital and technology team in Kochi and Gurugram in India, as well as in USA’s Silicon Valley.  

“The digital and technology modernisation effort in Air India is being guided by Tata Group Chairman Natarajan Chandrasekaran and Air India CEO Campbell Wilson,” the company said in a statement. 

Tata Group took control of Air India in January last year. Currently, Air India, Air India Express, AIX Connect and Vistara, a joint venture with Singapore Airlines are all part of the Tata Group. 

These initiatives are part of its Vihaan.AI transformation programme, Air India’s transformational roadmap over five years.

On the customer engagement front, the airline is deploying new technology systems, including website and mobile app modernisation, user-friendly customer notifications system, ChatGPT-driven chatbot, in-flight-entertainment system modernisation and customer service portal with real-time customer support request tracking. 

These systems, according to the company, will be used for digital marketing, contact centre modernisation, disruption management and self-service re-accommodation, customer feedback and analysis, according to the company. Besides, Air India is exploring emerging trends such as the application of quantum computing to solve some of the most complex optimisation challenges in the industry. 

“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,” Air India's Chief Digital and Technology Officer Satya Ramaswamy said, adding that “...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”. 

The airline is also bringing 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 reportedly modernising various systems including passenger service system and departure control system, sales system, engineering management system, turnaround management, fuel management and sustainability. 

Earlier this month, Air India migrated its core Enterprise Resource Planning (ERP) system using SAP’s RISE with SAP software that offers business transformation services. This is expected to improve Air India’s core enterprise functions such as finance and human resources and roll out advanced capabilities in commercial, operations, and engineering areas.