Air India Embraces AI: New Innovation Centre in Kochi to Transform Passenger Experience | File Photo
Mumbai: Air India may soon have fully autonomous digital assistants to fulfil every needs of passengers as the airline’s chairman N. Chandrasekaran urged the airline’s digital innovation team to work on this technology. He called for digital tools that empower frontline Air Indians to excel in delighting guests, at the inauguration of the newly created Air India Centre of Digital Innovation (CODi) in Kochi.
The newly inaugurated CODi will focus on developing customer-facing digital touchpoint technologies and cutting-edge data and artificial intelligence capabilities. The team housed at this centre has contributed to developing several digital technologies to ensure a smooth experience for Air India’s guests.
These include Air India’s mobile app, website, generative AI chatbot AI.g, notification system, the new in-flight entertainment system, extensive data analytics and AI systems driving an AI-infused data-driven culture in its key departments.
The new office building, located in the Caspian Techparks facility in Infopark Phase II of Kochi, features nine floors of office space with an innovative mix of workstations, meeting rooms, collaboration spaces, and discussion cabins.
The facility also has a one-of-a-kind design collaboration space named ‘Bodhi Tree’ and the various floors of the building are named after erstwhile historic kingdoms from Kerala, such as Travancore, Venad, Kochi, Valluvanad, Eranad, Kozhikode, Arakkal, Kottayam and Chirakkal.
While inaugurating CODi, Chandrasekaran shared his vision of a data-driven, AI-infused future for Air India and the larger Tata Group. Noting the AI-driven advancements in today’s scenario, he urged the teams to develop digital interfaces and experiences that will enhance intelligence and empathy at Air India’s customer-facing digital touchpoints. He exhorted the Air India CODi team to develop fully autonomous digital assistants that can proactively anticipate and fulfil every need of Air India’s guests.
Campbell Wilson, chief executive officer and managing director of Air India said, “We are very excited to announce Air India CODi that will help further strengthen India’s innovation ecosystem. At Air India, we believe equipping our frontline employees with tech-enabled systems will help us provide greater level of customer service to our guests. To this end, the team at Air India CODi will continue to develop cutting- edge AI solutions that will delight our guests.”
Dr Satya Ramaswamy, chief digital and technology officer at Air India, said, “CODi will be a space for collaboration and innovation for our talented workforce that will focus on developing customer-facing digital touchpoint technologies and cutting-edge data and AI capabilities. In the last two years, the team has made significant contributions to elevate customer delight through digital touchpoints as well as AI and data-driven decision-making capabilities across all our internal departments.”
