Air India has made significant strides in its digital transformation journey, eliminating data silos and laying a robust data infrastructure that provides it with a distinct global competitive edge, according to Chief Digital and Technology Officer Satya Ramaswamy. Speaking at the CAPA India Digital Aviation Summit, Ramaswamy emphasized the airline’s commitment to becoming an “AI-infused company.”
Air India, which was acquired by the Tata Group in January 2022, is undergoing a major overhaul along with other Tata-owned carriers. AIX Connect is merging with Air India Express, while Vistara—jointly owned by Tata and Singapore Airlines—will be integrated into Air India by November.
Ramaswamy highlighted that the merger with Vistara has been progressing smoothly. “Vistara is a great company and is bringing a lot to the table in the combined airline. We have worked closely with the Vistara technology team, mapping around 140 systems,” he said. Post-merger, Vistara’s customers and employees will benefit from a comprehensive digital upgrade.
One of the key initiatives in Air India’s transformation is the use of artificial intelligence. The airline has launched ‘AI.g’, a generative AI-powered virtual assistant that manages around 30,000 customer queries daily. With a 97% containment rate, most issues are resolved without human intervention.
“Our removal of data silos has enabled us to create a transparent and data-driven organisation. We now have the ability to correlate data across multiple departments, giving us a competitive advantage on the global stage,” Ramaswamy said. He also noted that Air India aims to leverage this technology to become more efficient and improve the customer experience.
The digital transformation is described as “the most complex digital transformation project” Air India has undertaken, according to Ramaswamy. Despite the challenges, he expressed optimism about the airline’s path forward, stating, “We are building a data-transparent culture that will position us as a global leader.”
(With inputs from PTI)