Air India is aggressively integrating artificial intelligence into its core operations as part of its comprehensive Vihaan.AI transformation program. According to Satya Ramaswamy, the airline’s Chief Digital and Technology Officer, the transition began following the Tata Group’s acquisition of the carrier in January 2022. Because the airline inherited limited digital infrastructure, leadership was able to bypass legacy systems in favor of modern, AI-driven architectures.
The airline currently leverages three distinct categories of technology: predictive, generative, and agentic AI. These tools are embedded across more than 100 internal initiatives, with over 30 agent-led workflows currently in development. A central component of this strategy is the generative AI virtual assistant AI.g, which has processed over 20 million customer inquiries since its introduction in May 2023. By resolving 97 percent of these interactions without human intervention, the airline has successfully reduced call wait times to approximately 10 seconds and streamlined the processing of customer refunds to within a single day.
Beyond customer service, Air India is transitioning toward agentic AI, which allows systems to understand complex contexts and execute tasks autonomously. This shift enables internal teams to utilize agentic coding to build software systems at lower costs. Furthermore, departments are collaborating with executive leadership to prioritize AI programs tailored to specific operational cost reductions.
The broader digital roadmap includes specialized tools such as the AI FlightPro companion for pilots, the CE Plus management system for cabin supervisors, and a generative assistant for employee support. Strategic partnerships, including a collaboration with Salesforce on its Agentforce platform, are further automating customer workflows. Additionally, the adoption of SITA’s OptiFlight technology seeks to optimize fuel efficiency and lower emissions, marking a significant step in the carrier’s goal to become a technologically advanced global leader.
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