Air India has been committed to establishing a state-of-the-art digital and technology team to become the most technologically advanced airline globally. Tata Group Chairman Natarajan Chandrasekaran and Air India CEO Campbell Wilson are spearheading the digital and technology modernisation initiative at Air India.
Air India has recently announced significant advancements in its digital systems modernization efforts, with numerous initiatives completed and many more nearing completion. In partnership with leading technology companies, Air India has made substantial investments to revamp its digital systems quickly. This modernization initiative is being overseen by Tata Group Chairman Natarajan Chandrasekaran and Air India CEO Campbell Wilson.
Air India has made significant strides towards modernising its digital systems landscape, with many initiatives either completed or in advanced stages of deployment.
Customer Engagement
Under the category of customer engagement, Air India has focused on enhancing the overall customer experience. Air India’s digital modernisation efforts include enhancing the website and mobile app to improve user experience, implementing a custom notifications system, deploying a ChatGPT-powered chatbot, updating the in-flight entertainment system, setting up a customer service portal that allows real-time tracking of customer support requests, investing in digital marketing and upgrading the contact centre.
Air India has also prioritised customer feedback and analysis as part of its engagement strategy.
In terms of employee empowerment, Air India has implemented a range of initiatives to enhance the working experience for its employees. The areas of focus under employee empowerment include equipping them with modern secure digital workplace tools, providing employee engagement and self-service portals, mobile devices for pilots, cabin crew, and airport operations crew, access to learning and development tools, automating crew pairing and rostering, crew management and crew disruption management, and transitioning to the digitisation and electronic contracts to eliminate the use of paper.
Operations Improvements
Air India has also prioritised operational improvements as part of its digital and technology modernization effort. This includes deploying modern passenger service and departure control systems, modernising the sales system, enhancing the engineering management system, improving flight planning and tracking, streamlining aircraft movement management, implementing a disruption management system, optimising turnaround management, and implementing fuel management and sustainability measures.
The airline is also undertaking a comprehensive enterprise systems transformation. This includes modernising core Enterprise Resource Planning (ERP) systems, enhancing human resource management, improving procurement and materials management, upgrading digital infrastructure, and migrating to the cloud.
Enterprise-Level Improvements
These enterprise-level improvements are critical to ensuring the airline operates with optimal efficiency and can effectively manage its resources. By adopting common systems across all its airlines, including low-cost carriers, Air India is aiming to reap the benefits of economies-of-scale and economies-of-learning, while leveraging shared platforms and a world-class technology team.
Air India’s recent efforts to modernise its operations highlight the effects of years of underinvestment. The airline aims to streamline its decades-old bureaucratic processes and regain its customers from competitors such as IndiGo and Emirates. Air India’s Vihaan.AI transformation program sees digital technology as a crucial factor to differentiate itself in the industry and become a leader in technology.
As a part of the program, Air India has directed around $200 million towards the development of new digital systems, digital engineering services, and the formation of an exceptional digital workforce. Technology powers every initiative, from enhancing customer experience to transforming revenue management. Air India is committed to investing at a similar pace over the next five years, to transform itself from a follower to a leader in the aviation industry, by deploying advanced technologies, including traditional digital systems and cutting-edge generative Artificial Intelligence (AI). The ultimate goal is to revolutionise customer engagement and enhance operational efficiencies, with a focus on staying ahead of the curve.
