Air India Augments Customer Care With 5 New Centres Globally

Bangalore, fifteenth April 2024: Air India, India’s main world airline, has deployed 5 new contact centres, providing round the clock help to its clients worldwide

It has partnered with Concentrix, a California-headquartered buyer engagement agency, to handle premium providers from centres in Mumbai, Cairo, and Kuala Lumpur. The airline has additionally signed up iEnergizer, to function contact centres in Noida and Bengaluru, specializing in home inquiries.

Air India has just lately launched a premium desk solely tailor-made for its premium Frequent Flyer members, in addition to enterprise and first-class visitors. The devoted service gives personalised help, additional enhancing the general journey expertise for these esteemed segments of passengers. Investing in growing best-in-class expertise infrastructure, together with a brand new tech stack, the airline goals to streamline buyer assist operations and improve effectivity.

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“Our clients are on the core of our operations. The enhancement and enlargement of the contact centres is a sworn statement to Air India’s dedication to offering complete assist to our clients and is a step in the direction of constructing Air India right into a world-class world airline,” Rajesh Dogra, Chief Customer Experience Officer, Air India, stated through the launch of the Mumbai centre.

Air India has applied a complete back-office insourcing technique to handle emails, social media, and chat assist internally to successfully help our valued clients. A 24/7 grievance administration desk promptly addresses all buyer queries, escalations and gives round the clock assist. A sturdy high quality and coaching governance framework has additionally been established to make sure that the workers adhere to best-in-class requirements and improve their expertise.

Recently Air India launched its redesigned web site and airline trade’s first Generative AI chatbot- AI.g. The chatbot gives seamless accessibility on the web site in addition to on WhatsApp opening a new visitor assist channel, serving to travellers to ask questions throughout 1300+ travel-related matters.