Air India inaugurates Centre of Digital Innovation in Kochi

Air India has announced the inauguration of its Centre of Digital Innovation (CODi) in Kochi. The centre aims to develop advanced digital technologies to improve customer experience. It will focus on enhancing customer digital experiences and leveraging Artificial Intelligence (AI) and data analytics among other emerging technologies, the company said.

The new centre, located at Caspian Techparks in Infopark Phase II, was inaugurated by Tata Group Chairman N Chandrasekaran, who also heads Air India. Chief Executive Officer Campbell Wilson, Chief Digital & Technology Officer Satya Ramaswamy, and Group Head P. Balaji were also present at the event.

CODi is spread across nine floors and includes workstations, meeting rooms, and collaboration spaces. It features a design area called ‘Bodhi Tree,’ and each floor is named after historical Kerala kingdoms, such as Travancore, Kochi, and Kozhikode.

The centre has played a role in developing Air India’s digital services, including its mobile app, website, and AI-powered chatbot AI.g, which has handled over 8 million customer queries with a 97% automation rate. Other advancements include a new inflight entertainment system and a notification service that sends millions of messages to passengers each month.

Chandrasekaran highlighted the role of AI and data-driven technology in shaping Air India’s future. He urged the CODi team to develop intelligent digital tools to enhance customer service and provide employees with AI-powered systems for better guest engagement.

Ramaswamy stated that CODi will continue to develop AI solutions as part of the airline’s transformation programme, Vihaan.AI.