TBM Staff - Mumbai
Air India has expanded its 24/7 customer support services by introducing seven new Indian languages: Bengali, Kannada, Malayalam, Marathi, Punjabi, Tamil, and Telugu, alongside the existing Hindi and English options.
Recognising India’s linguistic diversity, Air India aims to enhance the customer experience by offering services in these additional languages, ensuring passengers can communicate in their preferred dialects. This move aligns with the airline’s vision of being a ‘global airline with an Indian heart.’
Air India’s IVR system now automatically detects the customer’s language preference based on the user’s mobile network, streamlining the process and reducing response times.
Rajesh Dogra, Chief Customer Experience Officer, Air India, stated, “The introduction of multilingual support in Indian languages is a significant milestone in our transformation journey. We are expanding our reach and strengthening customer relationships by ensuring every interaction feels familiar and inclusive.”
Air India recently launched five new contact centers providing global 24/7 support with dedicated desks for premium and frequent flyers. Special assistance in Indian languages is available daily from 0800 hrs to 2300 hrs IST. Additionally, the airline has insourced back-office operations for managing emails, social media, and chat support, significantly improving customer service quality and efficiency.
