Tata-owned Air India, the flagship airline of India, is testing ChatGPT, an AI-powered chatbot, to enhance its customer service experience. ChatGPT is a language model created by OpenAI and is designed to respond to queries and engage in conversations with customers in a natural and human-like manner.
The airline has been testing ChatGPT on its website and mobile app for the past few weeks. The chatbot has been programmed to provide assistance on a wide range of topics, including flight schedules, booking and cancellations, baggage allowances, and check-in procedures.
According to Air India officials, the introduction of ChatGPT is part of the airline’s broader strategy to improve its customer experience. The chatbot is expected to reduce response times, provide more accurate information, and free up customer service agents to handle more complex issues.
Air India officials have stated that the chatbot is currently in the testing phase, and the company is monitoring its performance closely. They have also emphasized that the chatbot is designed to complement, not replace, human customer service agents.
“We believe that ChatGPT has the potential to enhance our customer service experience and provide our customers with faster and more accurate information. We are excited about the possibilities that this technology can bring, and we are committed to providing our customers with the best possible service,” said an Air India spokesperson.
The airline is not the only one exploring the use of AI in the aviation industry. Several airlines around the world have been experimenting with chatbots and other AI-powered technologies to improve their customer service experience.
Air India is currently in the process of being privatized, with Tata Sons acquiring a majority stake in the airline in 2021. The introduction of ChatGPT is just one of the many changes that the airline is undergoing as part of its transformation under Tata ownership.
The airline is also planning to upgrade its fleet, expand its route network, and modernize its technology infrastructure. These efforts are part of Tata’s broader strategy to make Air India a world-class airline and strengthen its position in the competitive aviation industry.
