TBM Staff - Mumbai
Air India has gained global acclaim for its AI-driven booking feature, earning the esteemed Red Dot Award in the ‘Design Concepts’ category. Recognised for its innovative approach to enhancing customer reservation experiences, the concept was celebrated at the Red Dot Design Museum in Singapore. The award highlights prototypes and concepts poised to revolutionise future products.
The feature uses generative AI to streamline the ticket booking process, enabling customers to make reservations effortlessly by simply specifying their travel intent. By minimising user effort, reducing booking time, and offering a seamless journey from research to post-travel support, this innovation redefines digital interactions. The AI-powered system will be integrated across Air India’s digital channels, including the mobile app, website, and chatbot.
Dr. Satya Ramaswamy, Chief Digital and Technology Officer at Air India, emphasised the airline’s commitment to customer-centric and design-rich digital transformation. He noted, “Winning the Red Dot Award validates our efforts to create aesthetic and user-friendly digital solutions. This innovation will soon enhance our guests’ experiences across all digital platforms.”
This development builds on Air India’s pioneering AI virtual agent, AI.g, the most advanced of its kind in the airline industry. The new system, informed by consumer-facing AI insights, is set to redefine how passengers interact with Air India’s services.
