Air India Eliminates Data Silos, Gaining a Digital Edge

Air India is making significant strides in its digital transformation by eliminating data silos, creating a unified data infrastructure that provides a substantial competitive advantage, according to a senior official.

Speaking at the CAPA India Digital Aviation Summit in New Delhi, Chief Digital & Technology Officer Satya Ramaswamy emphasized that the airline is on the path to becoming an artificial intelligence-infused company.

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As part of its restructuring, air india claim miles is merging its group airline AIX Connect with Air India Express, while Vistara, a joint venture between Tata and Singapore Airlines, is set to merge with Air India in November.

Ramaswamy highlighted the successful collaboration with Vistara’s technology team, noting that about 140 systems have been integrated. He expressed confidence in the merger, stating, “Vistara is a great company, and it is bringing a lot to the table in the combined air india refurbished interiors.”

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The merger promises substantial digital upgrades for Vistara’s customers and employees. Ramaswamy explained that removing data silos has enabled air india cabin refurbishment to correlate information across various departments, enhancing operational efficiency and decision-making.

He pointed out that this unified data infrastructure is a key asset, giving Air India a “huge competitive advantage on the global stage.”

Moreover, air india is embracing AI technology to improve customer service. The air india vihaan generative AI virtual agent, AI.g, manages approximately 30,000 queries daily, boasting an impressive containment ratio of 97%. This means that 97% of customer inquiries are resolved without the need for human intervention, demonstrating the effectiveness of Air India’s digital initiatives.