Air India is stepping up investments in agentic AI as it moves into the next phase of its digital transformation, with senior executives indicating that automation at scale is beginning to deliver operational and cost benefits.
In an interaction with Fe, Chief Digital and Technology Officer at Air India, Satya Ramaswamy said the airline is deploying over 30 artificial intelligence-led initiatives across customer service, operations and engineering, as it seeks to deepen digital engagement and reduce manual intervention.
“We want to be the world’s most technologically advanced airline,” Ramaswamy said. “Agentic AI is a very transformative shift as it allows machines to integrate with humans, understand context and act autonomously in ways that were not possible earlier.”
The airline’s early AI deployments are already showing measurable outcomes. Its generative AI-powered virtual assistant has handled more than 20 million customer queries so far, with 97% resolved without human intervention. Nearly half of all customer interactions are now managed digitally.
20/04/2026 Akbar Merchant/Financial Express
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