Air India introduced AI.g, a generative AI-powered virtual travel assistant on WhatsApp. This virtual assistant helps travellers with queries on a wide range of travel-related topics and offers access to various features, the airline said in a statement. 

The airline said, “Bringing AI.g to WhatsApp is a testament to that commitment. The accessibility and immediacy of WhatsApp align perfectly with our vision for customer service – we want to be where our guests are, providing them with instant, relevant information and assistance at their fingertips, 24/7.”

Rajesh Dogra, Chief Customer Experience Officer, talked about the goal of streamlining travel for customers. He said, “At Air India, we’re constantly innovating to make every touch point in the travel journey seamless and delightful for our guests,”

How to use the chatbot

• The chatbot seamlessly operates within WhatsApp, providing valuable support for travellers across a diverse range of more than 1300 travel-related subjects by introducing a new avenue of guest support for Air India.
• Air India guests can now effortlessly access real-time flight updates and baggage details, download boarding passes or e-tickets, select seats, track online customer support enquiries, and address several common requests through a straightforward WhatsApp chat, eliminating the need to contact the customer service centre.
• AI.g, the Generative AI-powered assistant, communicates fluently in four languages: Hindi, English, French, and German. Guests can engage with AI.g through the WhatsApp number +91 96670 34444.
• Harnessing the generative AI, AI.g understands and responds to the traveller’s queries in a natural and friendly manner. It continuously learns from unanswered questions, enhancing its efficiency and effectiveness with time. 
• This efficient automation ensures rapid responses to inquiries like bookings, baggage policies, or flight modifications. “This frees up the Air India team to help with complex and value-adding interactions,” the airline said in its statement.