Air India Eliminates Data Silos to Enhance Competitive Advantage Amid Vistara Merger

Air India has developed a comprehensive data infrastructure, eliminating data silos, which provides a significant competitive edge. A senior official highlighted that the airline is set to become an artificial intelligence-enhanced company. The Tata Group acquired the loss-making Air India from the government in January 2022 and has since initiated a transformation journey.

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The integration of AIX Connect with Air India Express and Vistara with Air India is underway. Satya Ramaswamy, Air India's Chief Digital & Technology Officer, stated on Monday that Vistara is contributing significantly to the merged airline. "We have worked very closely with the Vistara technology team and about 140 systems were mapped... overall, the merger is going very well," he said.

Digital Transformation and Mergers

Vistara, a joint venture between Tata and Singapore Airlines, will merge with Air India in November. Ramaswamy noted that Vistara's customers and employees will experience a substantial digital upgrade following the merger. At the CAPA India Digital Aviation Summit in New Delhi, he discussed various facets of Air India's digital transformation.

One of the initial steps was eliminating data silos within the organisation. This enabled the creation of a unified data infrastructure. "That is giving us a huge competitive advantage on the global stage today because we can correlate data across multiple departments," Ramaswamy explained.

AI Integration and Customer Service

Air India is set to become an AI-infused company. Among its initiatives, the generative AI virtual agent AI.g manages around 30,000 queries daily with a containment ratio of 97%. This means 97% of customer inquiries are resolved without needing human intervention.

Ramaswamy emphasised that culture, communication, and data transparency are crucial for transformation. "We want to be a data transparent and data-driven organisation," he added. When asked if Air India's digital transformation was the most complex project undertaken, Ramaswamy affirmed it was indeed challenging.

The ongoing mergers and digital advancements mark significant milestones for Air India. These efforts aim to enhance operational efficiency and customer experience while positioning the airline competitively on a global scale.