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- Customers can speed through the booking process on website without having to navigate multiple screens for performing time-consuming data entry
- Pioneers Agentic AI innovation to perform complex digital tasks with minimal human intervention
Bengaluru, 22 January 2025:听Air India, India海角直播 leading global airline, has rolled out an Artificial Intelligence (AI)-driven feature听eZ Booking听whereby customers can complete their reservation on its website in fewer steps than currently available by just texting or talking to the AI Agent his detailed travel itinerary.
Currently available exclusively for members of Maharaja Club, Air India海角直播 loyalty programme, the innovation helps customers book their ticket on the Air India website,听airindia.com, by eliminating a number of commands and without having to navigate multiple screens.听eZ Booking听is another step in Air India海角直播 endeavour to give its customers an enhanced and seamless experience.
eZ Booking听is powered by intelligent 鈥楢gentic AI鈥 tools and simulates the role of a travel agent by listening to the customer海角直播 requirement and generating a customised itinerary. 鈥楢gentic AI鈥 helps users complete complex tasks with minimal human intervention utilising machine learning, natural language processing, and automation technologies to take decisive action.
The reservation journey on digital channels for airline customers involves navigation through multiple screens to enter travel details, make selections from available choices, feed in information about travellers, etc. before making the payment and getting the ticket.听eZ Booking听aims to streamline the process to fewer clicks and pages by eliminating multi-step navigation on the website.
How听eZ Booking听works:
- Simple and Minimal Steps:听Customers can express their travel needs in simple natural language. For example, they can say听鈥楪ive me the first flight from Delhi to Mumbai tomorrow鈥听or听鈥業 need to go to Chennai from Mumbai next Thursday and return on Friday,鈥 just like they would convey their travel needs to a human travel agent. The听eZ Booking听would promptly provide a complete itinerary which the user can accept or modify if required and simply make the payment to get the ticket.
- Voice Input:听Guests can also talk to听eZ Booking听instead of entering text. This further simplifies the effort needed to convey the travel intention and creates an almost human-like interaction.
- Changes or Choices with Minimum Commands: In case guests are not satisfied with the itinerary provided, they can easily change it with additional input on what needs to be modified through text or voice commands. This combination of visual presentation and text or voice driven changes speeds up the entire reservation process sparing the customer the hassle to navigate back and forth several screens to change and re-enter the choices made earlier.
鈥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 鈥楢gentic AI鈥 capabilities听across all our digital footprint. We hope our guests will enjoy the ease-of-use, speed and convenience of eZ Booking, that further enriches our strong digital channel presence,鈥澨齭aid听Dr. Satya Ramaswamy, Chief Digital and Technology Officer,听Air India.
Air India海角直播 pioneering experience in using the latest artificial intelligence technologies helps the airline offer a smooth reservations journey making听eZ Booking听customer friendly. The patent-pending design concept for听eZ Booking听had won the 鈥楻ed Dot Design Concepts鈥 award recently which is showcased in the Red Dot Design Museum in Singapore.
eZ Booking听further enhances experience for Air India海角直播 online customers by leveraging learnings from Air India海角直播 innovative AI-driven chatbot 鈥楢I.g鈥, launched in May 2023. The global airline industry海角直播 first generative AI chatbot, the AI.g has responded to over 7 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.
Guests can find the听eZ Booking听feature on the top navigation bar once they log into the Maharaja Club website on听www.airindia.com.听 Air India plans to launch the听eZ Booking听feature on its mobile website and mobile app in the coming weeks.
