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Air India’s Transformation: Moving from Manual Pricing to ChatGPT

Air India's Newest Bengaluru-London Gatwick Route Opens Doors to Travelers

With its release in November 2022, Open AI’s well-known chatbot ChatGPT has become well-known throughout the world. Everyone, from people to businesses, appears to be joining on the ChatGPT bandwagon, and the most recent industry to do so is Tata-owned Air India.

The airline, which is already experiencing a significant transformation under the ownership of Tata Group, is currently testing an AI chatbot as part of a move to algorithm-based software. Once owned by the government, Air India is experimenting with ChatGPT, a well-liked chatbot from OpenAI, to replace paper-based procedures.

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While Air India works to eliminate decades-old bureaucratic procedures and regain customers from powerful domestic rival IndiGo and Dubai’s Emirates, the effort to modernise highlights the degradation left by years of underinvestment.

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Last week, Chief Executive Officer Campbell Wilson said of the system, “Frankly the system is almost so awful it’s good. This offers the ability to start from scratch rather than “jury-rig” existing design.”

The reason Wilson is putting artificial intelligence (AI) and other tools at the centre of Air India’s reboot is because he noted that some fields, like technology, permit a fresh start. The airline’s cutting-edge “revenue management” software constantly anticipates where customers want to fly and how much they are ready to pay in an effort to stay one step ahead of demand.

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