Air India’s Tech Transformation Under Tata Group Leadership

Air India is focusing on the use of Artificial Intelligence (AI) to enhance operational efficiency, improve customer service, increase revenues, and reduce costs. After the Tata Group acquired Air India from the government in 2022, the company launched a large-scale modernization plan. According to the airline, technology is playing a key role in this transformation.

As per Air India Chief Digital and Technology Officer Satya Ramaswamy, the generative AI-powered virtual agent “AI.g” has brought significant improvements to customer service. He stated that the system now handles nearly 50 percent of customer interactions, resulting in substantial savings in call center costs. AI is also being effectively utilized in employee support, engineering, operations, and other departments. He added that generative AI has also helped simplify the implementation of revised Flight Duty Time Limitation (FDTL) regulations for pilots. Currently, Air India is using three types of AI technologies: predictive, generative, and agentic AI.