NEW DELHI: Air India has rolled out an Artificial Intelligence (AI)-driven feature 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 his detailed travel 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. eZ Booking is another step in Air India’s endeavour to give its customers an enhanced and seamless experience,” AI said in a statement.
“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,” AI said in a statement.
“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.
