Air India announced on Tuesday that it has significantly enhanced its customer support services by expanding its Interactive Voice Response (IVR) system to include seven additional Indian languages. Previously, the IVR system only offered support in English and Hindi, but with the new update, customers can now choose to interact in Marathi, Punjabi, Tamil, Malayalam, Bengali, Kannada, and Telugu.
New IVR feature automatically detects language preferences
This expansion is part of Air India’s broader strategy to make customer interactions more seamless and personalized. The upgraded IVR system is designed to automatically detect a customer’s language preference based on their mobile network, thereby eliminating the need for users to manually select their preferred language. This feature is expected to streamline the process and reduce response times, enhancing the overall customer experience, reports PTI.
In addition to the language expansion, Air India has recently established five new contact centres across different regions, providing round-the-clock support to customers globally. These centres are equipped with dedicated desks specifically for premium and frequent flyers, ensuring that high-value customers receive the specialized attention they require.
The airline also highlighted that special assistance in the newly added Indian languages will be available from 8:00 AM to 11:00 PM every day. This move is aimed at catering to a broader spectrum of customers across India, making the airline’s services more accessible to non-English and non-Hindi-speaking passengers.
Air India’s latest initiatives reflect its commitment to improving customer satisfaction and expanding its service offerings in line with the diverse linguistic needs of its passenger base. By integrating more regional languages into its customer service infrastructure, the airline is positioning itself to better serve its domestic market while continuing to support its international clientele.