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Air India expands its customer care services with the establishment of five new centers worldwide.


Air India has inaugurated five new contact centers to provide round-the-clock assistance to its customers globally, airline officials announced.

In collaboration with Concentrix, a California-based customer engagement firm, Air India has established premium service centers in Mumbai, Cairo, and Kuala Lumpur. Additionally, the airline has partnered with iEnergizer to operate contact centers in Noida and Bengaluru, focusing on domestic inquiries.

Air India has recently introduced a dedicated premium desk exclusively for its premium Frequent Flyer members, as well as business and first-class guests. This personalized service aims to enhance the overall travel experience for these esteemed passenger segments.

With investments in advanced technology infrastructure, including a new tech stack, Air India seeks to streamline customer support operations and improve efficiency. Rajesh Dogra, Chief Customer Experience Officer at Air India, emphasized the airline’s commitment to providing comprehensive support to customers, aiming to elevate Air India into a world-class global airline.

The airline has implemented a comprehensive back-office insourcing strategy to handle emails, social media, and chat support internally, ensuring effective assistance to valued customers. A 24/7 grievance management desk promptly addresses customer queries and escalations, offering round-the-clock support.

Furthermore, a quality and training governance framework has been established to uphold best-in-class standards and enhance employee skills. Air India has also launched a redesigned website and the airline industry’s first Generative AI chatbot, AI.g, providing seamless accessibility on the website and WhatsApp, opening a new guest support channel. This chatbot facilitates inquiries across 1300+ travel-related topics, enhancing customer engagement and satisfaction.

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