Air India’s WhatsApp virtual travel assistant is out
Chatbot WhatsApp number is +91 96670 34444
To enhance customer support, Air India, the country’s premier global airline, has expanded the reach of its Generative AI-powered virtual travel assistant, AI.g, to WhatsApp.
Air India’s AI.g, a multilingual chatbot, can now be accessed on WhatsApp, providing travellers with a new and convenient channel for assistance.
This development allows users to inquire about more than 1,300 travel-related topics and utilise various features.
Through a simple WhatsApp chat, Air India customers can check real-time flight status, obtain baggage information, download boarding passes or e-tickets, select seats, check the status of online customer support requests, and address various common queries without the need to call the airline’s customer contact centre.
Multilingual chatbot
Catering to a global audience, AI.g is proficient in four languages: Hindi, English, French, and German.
Travellers can engage with AI.g by reaching out on WhatsApp at +91 96670 34444.
Rajesh Dogra, Chief Customer Experience Officer at Air India, highlighted the airline’s commitment to innovation and customer satisfaction.
He said: “At Air India, we’re constantly innovating to make every touchpoint in the travel journey seamless and delightful for our guests. Bringing AI.g to WhatsApp is a testament to that commitment.
He added: “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 integration of Generative AI technology enables AI.g to comprehend and respond to travellers’ queries in a natural, friendly manner.
AI.g continuously learns from questions it cannot immediately answer, enhancing its efficiency over time. This automated system accelerates the provision of answers for tasks such as booking, baggage allowance, or flight changes, freeing up the Air India team to handle more complex and value-added interactions.
Founded by JRD Tata in 1932, Air India has been a pioneer in India’s aviation sector.
After 69 years as an Indian government-owned enterprise, Air India and Air India Express rejoined the Tata group in January 2022.
Currently undergoing a transformative five-year roadmap under Vihaan.AI, Air India aims to evolve into a world-class airline with an Indian essence.
The first phase, focused on rectifying fundamental issues, has recently concluded, addressing aspects such as bringing grounded aircraft back into service, talent acquisition, technological upgrades, and customer care initiatives.
As a member of the Star Alliance, Air India provides seamless connectivity and services to passengers globally, marking a significant milestone in its journey toward becoming a premier international airline.
Featured image: Air India’s AI.g chatbot can now be accessed on WhatsApp. Image: Air India
