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Air India’s new AI-powered virtual booking agent tool launches for loyalty club members

Air India has introduced a simpler booking process on its website using Artificial Intelligence.

The eZ Booking system allows customers to complete their reservation on the airline’s website in fewer steps than currently available.

All users have to do is text or talk to the AI Agent to give it their detailed travel itinerary.

The new service is currently available exclusively for members of Maharaja Club, Air India’s loyalty programme.

The carrier said eZ Booking, which is powered by intelligent ‘Agentic AI’ tools, eliminates a number of commands and without having to navigate multiple screens.

It added eZ Booking is “another step in Air India’s endeavour to give its customers an enhanced and seamless experience”.

The technology simulates the role of a travel agent by listening to the customer’s requirement and generating a customised itinerary.

‘Agentic AI’ helps users complete complex tasks with minimal human intervention utilising machine learning, natural language processing, and automation technologies to take decisive action.

eZ Booking streamlines the process to fewer clicks and pages by eliminating multi-step navigation on the website.

Dr. Satya Ramaswamy, chief digital and technology officer at Air India, said: “In our pursuit of developing technologies to elevate customer experience and provide them a seamless and intelligent digital interface, we have introduced eZ Booking on our website, initially for our loyalty programme members.

“This is an industry-leading initiative and we are taking early steps in deploying the emerging ‘Agentic AI’ capabilities across all our digital footprint.

“We hope our guests will enjoy the ease-of[1]use, speed and convenience of eZ Booking, that further enriches our strong digital channel presence.”

The patent-pending design concept for eZ Booking won the Red Dot Design Concepts award recently which is showcased in the Red Dot Design Museum in Singapore.

It was developed based on the experience of Air India’s AI-driven chatbot AI.g, that was launched in May 2023.

Claimed to be a global airline industry first AI.g has responded to over seven million guest queries so far, answering 50,000 queries per day across multiple issues.

It answers an impressive 97% of queries autonomously, with just 3% of the queries escalated to human agents.

The post Air India’s new AI-powered virtual booking agent tool launches for loyalty club members appeared first on Aviation Business News.

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