ChatGPT will be Used by Air India as Part of System Modernization

OpenAI's AI ChatGPT will be used by Air India as part of the airline's system modernization

To update the airline's digital infrastructure, ChatGPT, an artificial intelligence chatbot, was unveiled by Air India on Monday, April 24. It made a US$200 million first investment for this reason.

The airline began the Vihaan.AI transformation initiative, according to the news agency PTI, and claimed that great progress had been achieved in its attempts to update the landscape of its digital systems. Numerous efforts by Air India under the project have already been executed, and many more are in the works.

An estimated US$200 million has been spent on brand-new digital systems, digital engineering services, and the development of a digital workforce that is at the top in its field.

"By implementing the greatest digital technologies available, we want to delight our clients and establish a long-lasting competitive edge in our business processes. All of our technological efforts are being executed quickly using a cloud-only, mobile-friendly, design-rich, AI-infused, digital-first strategy, according to Satya Ramaswamy, chief digital and technology officer of Air India.

According to Ramaswamy, the "scope of the technology transformation at Air India is extensive and covers every aspect of the airline."

Where AI Chatbots Will Be Used by Air India?

The modernization of the airline's website and mobile apps, user-friendly customer notifications system, customer service portal with real-time customer support request tracking, digital marketing, contact center modernization, disruption management, and self-service re-accommodation all involve the use of chatbots powered by ChatGPT.

According to the airline, Air India is looking at new trends like using quantum computing to address some of the most difficult optimization problems.

As the transformation journey shifts from catching up with world-class airlines to taking a leadership position by deploying the most cutting-edge technologies, ranging from traditional digital technologies to modern generative Artificial Intelligence (AI), it expects to maintain this pace of investment over the next five years. The goal is to revolutionize customer interaction and significantly raise operational effectiveness, according to Air India.

Air India, Air India Express, AIX Connect, and Vistara Airlines are all a part of the Tata Group.