Air India leverages GenAI for a transformative tech overhaul, enhancing operational efficiency and customer experience.

Air India, under the Tata group, is making significant strides in integrating GenAI into its operations. The airline’s technological revamp, led by Chief Digital and Technology Officer Satya Ramaswamy, focuses on outpacing global carriers still entangled in updating their legacy systems. This bold move aims to position Air India at the forefront of the aviation industry’s technological evolution.

Ramaswamy’s strategy involves leveraging Microsoft Azure OpenAI to power Air India’s virtual assistant, Maharaja. Maharaja has efficiently handled over half a million customer queries in multiple languages, showcasing the potent synergy of Microsoft’s solutions with ChatGPT and CoPilot. Additionally, Air India employs a proprietary machine learning algorithm, further customizing its tech approach.

The airline’s next phase includes an enterprise GenAI-powered chatbot within Microsoft Teams. This tool enables executives to access operational data in real time, enhancing decision-making and operational awareness. Moreover, a system for pilots and cabin crew is in development to facilitate easy access to extensive flight manual data.

Ramaswamy highlights Air India’s unique advantage in overcoming data silos, a common challenge in the aviation industry. With fewer legacy systems, Air India can create more integrated and efficient data management systems. The technology team has identified and is modernizing numerous technology modules, moving critical systems like SAP-based finance from outdated mainframes to the cloud.

Teamwork is central to Air India’s tech transformation. With teams in Santa Clara, California, and Kochi, India, the airline fosters a blend of global and local expertise. This collaborative approach extends to upskilling long-term employees, ensuring they are integral to the airline’s future.