Automation

Air India extends access to its Gen AI-powered virtual travel assistant AI.g, on WhatsApp

The multilingual chatbot’s seamless accessibility on WhatsApp opens up a new guest support channel for Air India, helping travellers to ask questions across a wide spectrum of over 1300 travel-related topics and access a host of features. Through a simple WhatsApp chat, Air India guests will now be able to easily check real-time flight status and baggage information, download boarding pass or get a copy of their e-tickets, select seats, check the status of customer support requests generated online, and ask many other common questions, without having to call the airline’s customer contact centre.

Catering to a growing base of Air India’s customers around the world, AI.g speaks four languages: Hindi, English, French, and German. Guests can chat with AI.g using the WhatsApp number +91 96670 34444.

The accessibility and immediacy of WhatsApp align perfectly with our vision for customer service – we want to be where our guests are, providing them with instant, relevant information and assistance at their fingertips, 24/7

Rajesh Dogra, Chief Customer Experience Officer, Air India

“At Air India, we’re constantly innovating to make every touchpoint in the travel journey seamless and delightful for our guests,” says Rajesh Dogra, Chief Customer Experience Officer, Air India. “Bringing AI.g to WhatsApp is a testament to that commitment. The accessibility and immediacy of WhatsApp align perfectly with our vision for customer service – we want to be where our guests are, providing them with instant, relevant information and assistance at their fingertips, 24/7.”

The use of Generative AI technology helps AI.g to understand what travellers ask and answer in a normal, friendly way. AI.g can learn from questions it can’t immediately answer, which helps it to become more efficient and effective over time. This means you get your answers faster in an automated fashion for things like booking, baggage allowance or changing your flights. This frees up the Air India team to help with complex and value-adding interactions.

Navanwita Bora Sachdev

Navanwita is the editor of The Tech Panda who also frequently publishes stories in news outlets such as The Indian Express, Entrepreneur India, and The Business Standard

Recent Posts

What happens to your personal data? How AI ensures your digital footprint stays secure?

Each tap, click, and action in the online world adds to our increasingly vast digital…

3 days ago

The AI Editor has arrived: What Human-in-the-Loop publishing & ecommerce really looks like

Artificial Intelligence is no longer just a futuristic concept in publishing and e-commerce. It’s here,…

7 days ago

After the artist & the writer it’s the developer’s turn to rethink careers as AI starts coding

The artist and the writer have been living in fear of AI taking over their…

1 week ago

Geek Appeal: New gadgets & apps on the block

The Tech Panda takes a look at recently launched gadgets & apps in the market.…

1 week ago

With top engineers from India in hot demand globally, Ness Digital Engineering champions internal pathways to leadership  

India’s tech and IT sector continues to grow, expected to top $300 billion in fiscal…

1 week ago