Air India, India’s premier global airline, has expanded access to its Generative AI-powered virtual travel assistant, AI.g, by introducing it on WhatsApp. This move provides a new customer support channel for Air India, allowing travelers to inquire about over 1300 travel-related topics and utilize various features through a seamless WhatsApp chat. The virtual assistant on WhatsApp enables Air India passengers to check real-time flight status, obtain baggage information, download boarding passes or e-tickets, select seats, inquire about customer support requests, and address various common queries without needing to contact the airline’s customer contact center.
Catering to Air India’s diverse global customer base, AI.g is multilingual, supporting conversations in Hindi, English, French, and German. Travelers can engage with AI.g on WhatsApp using the number +91 96670 34444.
Rajesh Dogra, Chief Customer Experience Officer at Air India, expressed the airline’s commitment to innovation in enhancing the travel experience. Dogra stated, “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. 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.”
AI.g employs Generative AI technology, enabling it to comprehend and respond to travelers’ queries in a natural and friendly manner. The virtual assistant learns from questions it cannot immediately answer, improving its efficiency and effectiveness over time. This ensures quicker automated responses for tasks such as booking, baggage allowance, or flight changes, allowing the Air India team to focus on more complex and value-added interactions.