Air India Inaugurates Centre Of Digital Innovation In Kochi To Power Innovative Digital Touchpoints

Air India’s New Kochi Digital Hub

Air India has announced the inauguration of its newly established Air India Centre of Digital Innovation (CODi) in Kochi. The centre will focus on developing customer-facing digital touchpoint technologies, advanced data, and artificial intelligence capabilities, which play a key role in shaping Air India as a modern, world-class airline.

N. Chandrasekaran, Chairman of Tata Group and Air India, inaugurated Air India CODi. Also attending were Campbell Wilson, Air India’s CEO & Managing Director; Dr. Satya Ramaswamy, Chief Digital & Technology Officer; and P. Balaji, Group Head of Governance, Regulatory & Compliance, and Corporate Affairs at Air India.

The new office building that houses Air India CODi is situated within the Caspian Techparks at Infopark Phase II in Kochi. It comprises nine floors of office space designed with a creative blend of workstations, meeting rooms, collaboration areas, and discussion cabins. Additionally, the facility features a unique design collaboration space called ‘Bodhi Tree’. Each floor is named after historical kingdoms of Kerala, including Travancore, Venad, Kochi, Valluvanad, Eranad, Kozhikode, Arakkal, Kottayam, and Chirakkal.

The team housed at Air India CODi has contributed to developing several digital technologies to ensure a smooth experience for Air India’s guests. These include:

• Air India’s mobile app is rated 4.8 stars by users on the Apple and Android app stores, making it one of the top-rated airline mobile apps worldwide.
• Air India’s website, www.airindia.com, is consistently ranked among the top airline websites worldwide by leading website evaluation organisations such as Google Lighthouse.
• Air India’s generative AI chatbot, AI.g, is the global airline industry’s first Gen AI chatbot. AI.g has answered over 8 million customer queries and delivers impressive customer service performance, answering 97% of the queries autonomously without human assistance.
• Air India’s notification system delivers more than 2 crore notifications per month, providing timely information and guidance to Air India’s guests.
• Air India’s new inflight entertainment system.
• Air India’s extensive data analytics and AI systems drive an AI-infused data-driven culture in its key departments.

During his address to the teams at Air India CODi, Mr. Chandrasekaran articulated his vision of a future for Air India and the broader Tata Group that is driven by data and infused with AI. Recognizing the current advancements in AI, he encouraged the teams to create digital interfaces and experiences that improve both intelligence and empathy at the customer-facing digital touchpoints of Air India.

Mr. Chandrasekaran urged the development of digital tools that enable frontline Air India staff to excel in delighting guests. He encouraged the Air India CODi team to create fully autonomous digital assistants capable of proactively anticipating and meeting all the needs of Air India’s guests.

Campbell Wilson, Chief Executive Officer & Managing Director, Air India said, “We are very excited to announce Air India CODi that will help further strengthen India’s innovation ecosystem. At Air India, we believe equipping our frontline employees with tech-enabled systems will help us provide greater level of customer service to our guests. To this end, the team at Air India CODi will continue to develop cutting-edge AI solutions that will delight our guests.”

“The Air India Centre of Digital Innovation will be a space for collaboration and innovation for our talented workforce that will focus on developing customer-facing digital touchpoint technologies and cutting-edge data and AI capabilities. In the last two years, the team has made significant contributions to elevate customer delight through digital touchpoints as well as AI and data-driven decision-making capabilities across all our internal departments, as part of Air India’s Vihaan.AI transformation program. I am confident that Air India CODi will help further enhance the experience of our guests,” said Dr Satya Ramaswamy, Chief Digital & Technology Officer, Air India.