Air India inaugurates centre of digital innovation in Kochi

Air India has inaugurated the Air India Centre of Digital Innovation CODi in Kochi a stateoftheart facility dedicated to enhancing digital touchpoints and leveraging artificial intelligence and data analytics to improve customer experiencesThe centre was inaugurated by N Chandrasekaran Chairman of Tata Group and Air India in the presence of Campbell Wilson CEO amp MD of Air India Dr Satya Ramaswamy Chief Digital amp Technology Officer and P Balaji Group Head of Governance Regulatory amp Compliance and Corporate AffairsLocated in the Caspian Techparks facility at Infopark Phase II Kochi Air India CODi spans nine floors of modern office space designed to foster collaboration and innovation The building features a unique design collaboration space named lsquoBodhi Treersquo and its floors are named after Keralarsquos historic kingdoms including Travancore Venad Kochi and KozhikodeThe centre will focus on developing and refining digital products to enhance Air Indiarsquos customer service Among its key contributions are Air Indiarsquos awardwinning mobile app which has a high user rating on both Apple and Android platforms and the airlinersquos website consistently ranked among the top airline websites globally The centre has also developed AIg the worldrsquos first generative AI chatbot in the airline industry which has answered over eight million customer queries with 97 per cent autonomy Additionally it supports a realtime notification system that sends over 20 million notifications per month a nextgeneration inflight entertainment system and advanced AIdriven data analytics to drive a datacentric culture across the airlinersquos key departmentsSpeaking at the inauguration N Chandrasekaran emphasized Air Indiarsquos commitment to a datadriven and AIpowered transformation focusing on developing digital interfaces that enhance both intelligence and empathy in customer interactions He highlighted the airlinersquos vision of creating fully autonomous digital assistants that proactively anticipate and fulfil customer needs while also providing digital tools to empower frontline employees in delivering exceptional serviceCampbell Wilson CEO amp MD of Air India underscored the airlinersquos efforts to strengthen Indiarsquos innovation ecosystem He said that equipping employees with techenabled solutions will help deliver an elevated level of customer service and that Air India CODi will be at the forefront of developing AI solutions that enhance guest experiencesDr Satya Ramaswamy Chief Digital amp Technology Officer highlighted CODirsquos role in Air Indiarsquos VihaanAI transformation program noting that in the past two years the team has made significant contributions in improving customer engagement through digital touchpoints AI and datadriven decision He expressed confidence that Air India CODi will further strengthen these capabilities and redefine the airlinersquos digital journeyWith this new innovation hub Air India is positioning itself as a global leader in digitalfirst customer experiences reinforcing its ambition to become a worldclass airline powered by cuttingedge technology and AIdriven solutions