Air India has stated that the company is planning to modernise its digital landscape to transform customer engagement and improve operational efficiencies. This has been done with an initial investment of approximately US $200 million by the airline. In its latest release, the company said that it expects to sustain this pace of investment over the next five years. Major improvements in customer engagement as well as operational and cost efficiencies are expected to result from these investments.  

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The airline is also investing in building a cutting-edge digital and technology team with its presence in Kochi and Gurugram in India, as well as in the Silicon Valley in the United States of America. The digital and technology modernisation effort in Air India is being guided by Tata Group's Chairman Natarajan Chandrasekaran and Air India CEO Campbell Wilson. 

By further deployment of artificial intelligence (AI), the company aims to transform customer engagement and drastically improve operational efficiencies. Air India is also exploring emerging trends such as the application of quantum computing to solve some of the most complex optimisation challenges in the industry. 

“We are on a mission to delight our customers and create a sustainable competitive advantage in our operations by adopting the world’s best in digital technologies. We are empowering employees across the company, ranging from our frontline flying staff to ground crew with the best technology capabilities to help them excel at their jobs," Air India’s Chief Digital and Technology Officer, Dr Satya Ramaswamy said. 

"We are adopting a cloud-only, mobile-friendly, design-rich, AI-infused, digital-first approach to all our technology initiatives that we are executing with speed,” he added.

Some of the key areas where Air India has already deployed new technology systems or is in advanced stages of deployment include modernization of website and app for customer engagement, better digital workplace tool for ease of employee activities and advancement in passenger service system and departure control system, and sales system for operational betterment.  

Emphasis is also being laid on having common systems across the full-service and the low-cost segments to gain from economies-of-scale and economies-of-learning across all the group airlines — the efforts for which will be driven by common platforms and a shared world-class team.  

 

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