Posted by Mumbai: Air India, India’s leading global airline is gearing up to roll out a generative AI-driven booking feature on its digital channels. This new generative AI-driven booking feature will minimise user efforts in the booking process, reduce time and offer a seamless booking experience from research to travel.
Although the airline hasn’t disclosed when this new feature will be available to customers, it said that once rolled out it will considerably enhance the reservation experience of its customers.
The Tata Group-owned airline said the new digital interaction paradigms can use text and visual interactions interchangeably to speed the user’s digital journey. Air India has applied this AI-generated insight to reimagine the classic ticket booking journey, which will largely enhance the reservation experience.
The new generative-AI-driven innovative feature will offer several benefits to customers for ticket-booking purposes:
· Minimise user effort in bookings: Instead of navigating many pages of screens with selections to be made and data to be entered, users need to specify their intent to travel using a simple request and complete the reservation instantly.
· Reduced ticket-booking time: By speeding the guest’s journey through the booking flows, it will drastically reduce the time spent making reservations.
· Seamless booking journey from research to travel: The new interaction paradigm will eventually power Air India’s end-to-end booking experience from researching destinations to travel and post-travel support. The capability will be available across all of Air India’s digital channels to help guests switch sessions across channels seamlessly.
“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 (CDTO), Air India.
“Air India is making considerable effort to create aesthetic and user-friendly designs to help our guests effectively use our digital channels, like the mobile app, website and the generative AI virtual agent AI.g,” added Ramaswamy.
To drive the new feature, the airline will use and rely on the data and insights gained from its consumer-facing generative AI technologies-based virtual agent AI.g. Air India will implement this new feature-led system across all the digital channels including mobile app, website and chatbot.
According to Air India, its virtual agent AI.g is the first and most advanced generative AI virtual agent in the global airline industry. Interestingly, the new user interface driven by generative AI capabilities has won the prestigious ‘Red Dot’ 2024 award in the Design Concepts category.
(Image credit – Air India website)