Elevating Customer Experience with Bold AI Innovation

Air India stands at the forefront of aviation, charting a bold course to become a global leader in operational excellence, customer experience, and innovation. With a rapidly expanding fleet and a commitment to world-class service, Air India connects millions of passengers across continents, embodying the spirit of progress and transformation in the aviation sector. 

Air India is embedding intelligence across its enterprise to drive scale, agility, and safety. The airline’s transformation spans customer-facing services, internal workflows, and mission-critical operations, leveraging Copilot Studio and Azure AI Foundry to deliver impact at every touchpoint. AI.g, a multilingual generative agent, streamlines ticketing, check-in, upgrades, and special requests, reducing call center dependency and elevating customer satisfaction. The Disruption Management Voice Agent ensures proactive communication by automating passenger notifications and enabling self-service during flight changes, Air India’s Operational efficiency is accelerated by the Change Advisory Board Agent, which automates complex approval workflows. It integrates with ServiceNow to validate change requests across security, vulnerability assessment penetration testing, and stress testing. The Document Management Agent democratizes access to organizational knowledge and delivers generative answers from internal repositories with compliance watermarking. Safety and compliance are strengthened by the Directorate General of Civil Aviation Rules Validation Agent, which empowers pilots and cabin crew to parse complex regulations and create simplified, flight-relevant checklists. Autonomous Security Operations Center Agents modernize cybersecurity, enabling real-time threat detection and automated remediation. They achieve this through specialized agents for conditional access, alert triage, vulnerability remediation, threat intelligence, privacy breach management, phishing triage, and enhanced telemetry. 

The outcomes of Air India’s AI-driven transformation have been substantial. Customer experience agents have improved net promoter scores and reduced call center dependency. Operational agents have accelerated IT and operational approvals, while document management agents have democratized access to secure, generative insights. Safety and compliance agents have simplified regulatory adherence for flight crews, while security agents have strengthened the airline’s cybersecurity posture. Disruption management agents have enabled autonomous workflows for rescheduling, booking ancillary services, and supporting passengers during flight changes. They are delivering scale and agility as Air India inducts hundreds of new airplanes and manages increased passenger volumes. 

With AI at its core and leadership steering the way, Air India is charting a bold new flight path for global aviation—where safety, innovation, and customer experience soar higher than ever before.

"We are excited by the recent advancements in AI - predictive, generative and agentic - and clearly see the opportunity to boost customer delight and reduce customer pain, reduce Opex and Capex, increase revenues and most importantly do things that were never possible before. We are deploying the current generation of AI capabilities across all our departments, ranging from operations to commercial and customer service, to accomplish the above benefits with great support from Microsoft, which has been a stalwart partner in this journey of transformation of Air India into a modern world-class airline."

Dr. Satya Ramaswamy
Chief Digital and Technology Officer