New Delhi: Air India is set to introduce an AI-driven booking system to simplify the reservation process for customers, as part of its ongoing digital transformation strategy. The platform, powered by generative Artificial Intelligence (AI), will enable users to make bookings through intent-based requests, reducing the need for complex navigation and manual inputs.
The airline plans to integrate the AI system across its website, mobile app, and chatbot to ensure a seamless booking experience.
AI Chatbot ‘Maharaja’ Streamlining Customer Engagement
As part of its broader digital overhaul, Air India launched the generative AI-powered chatbot, ‘Maharaja,’ in March 2023. Powered by Azure OpenAI, the virtual agent manages over 6,000 queries daily in multiple languages, assisting passengers with flight status, check-in, and baggage inquiries.
$200 Million Investment to Modernize Systems
Air India’s digital upgrade aligns with its Vihaan.AI transformation program, which focuses on improving customer experience, operational efficiency, and revenue management. The airline has allocated $200 million to modernize its digital infrastructure.
Cloud-Based ERP for Better Operations
Additionally, the airline has migrated its core Enterprise Resource Planning (ERP) systems to a cloud-based platform using RISE with SAP. The migration enhances operational scalability, agility, and efficiency, facilitating the rollout of advanced digital solutions.
These initiatives are part of Tata Group’s strategy to reposition Air India as a modern, tech-driven airline. The deployment of generative AI and cloud solutions signals Air India’s push to leverage technology as a differentiator in the competitive aviation market.
By integrating AI-powered tools and cloud technology, Air India aims to streamline its operations, improve customer satisfaction, and drive digital innovation in its services.
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