Air India, India’s largest global airline, has rolled out an artificial intelligence (AI)-driven feature called eZ booking, whereby customers can complete their reservation on its website in fewer steps than currently available by just texting or talking to the AI agent about their detailed travel itinerary.
In a press statement, Air India says that eZ Booking is powered by intelligent ‘Agentic AI’ tools and simulates the role of a travel agent by listening to the customer’s requirements and generating a customised itinerary.
Currently available exclusively for members of Maharaja Club, Air India’s loyalty programme, the innovation helps customers book their ticket on the Air India website, airindia.com, by eliminating a number of commands and without having to navigate multiple screens.
‘Agentic AI’ 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. eZ Booking aims to streamline the process to fewer clicks and pages by eliminating multi-step navigation on the website.
“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-use, speed and convenience of eZ Booking, that further enriches our strong digital channel presence,” said Dr. Satya Ramaswamy, Chief Digital and Technology Officer, Air India.
