Air India augments customer care with 5 new centres globally 

Air India, India’s global airline, has deployed five new contact centres, offering round-the-clock assistance to its customers worldwide.

It has partnered with Concentrix, a California-headquartered customer engagement firm, to manage premium services from centres in Mumbai, Cairo, and Kuala Lumpur. The airline has also signed up iEnergizer, to operate contact centres in Noida and Bengaluru, focusing on domestic inquiries. 

Air India has recently introduced a premium desk exclusively tailored for its premium Frequent  Flyer members, as well as business and first-class guests. The dedicated service offers  personalised assistance, further enhancing the overall travel experience for these esteemed  segments of passengers. Investing in developing best-in-class technology infrastructure, including a new tech stack, the airline aims to streamline customer support operations and  enhance efficiency. 

“Our customers are at the core of our operations. The enhancement and expansion of the contact  centres is a testimony to Air India’s commitment to providing comprehensive support to our  customers and is a step towards building Air India into a world-class global airline,” Rajesh  Dogra, Chief Customer Experience Officer, Air India, said during the launch of the Mumbai  centre. 

Air India has implemented a comprehensive back-office insourcing strategy to manage emails, social media, and chat support internally to effectively assist our valued customers. A 24/7 grievance management desk promptly addresses all customer queries, escalations and provides  round-the-clock support. A robust quality and training governance framework has also been  established to ensure that the employees adhere to best-in-class standards and enhance their  skills. 

Recently Air India launched its redesigned website and airline industry’s first Generative AI  chatbot- AI.g. The chatbot provides seamless accessibility on the website as well as on WhatsApp opening a new guest support channel, helping travellers to ask questions across  1300+ travel-related topics.