AI Key to Air India Revival Strategy: Satya Ramaswamy

Air India is embracing technology in a major way by using Artificial Intelligence to improve operational efficiency, enhance customer service, boost revenues, and reduce costs.

Since being taken over by the Tata Group from the government in January 2022, the loss-making airline has been undergoing an ambitious transformation programme, with technology at its core.

Satya Ramaswamy said the airline had very limited legacy systems at the time of privatisation, which enabled it to move forward without being constrained by outdated operating platforms, older agents, or previous-generation chatbots.

He described various forms of AI as highly transformational for the airline’s future growth and service model.

Air India is using AI-led systems to modernise customer interactions, streamline operations, and strengthen decision-making across functions.

The airline’s digital push forms a key pillar of its broader revival strategy as it seeks to rebuild competitiveness in the domestic and international aviation markets.