Air India Takes a Leap into the Future with the Launch of Its Powerful Centre of Digital Innovation in Kochi Focused on AI and Data-Driven Solutions for Travelers

Published on March 21, 2025

Air India has taken a significant step towards transforming the future of air travel with the launch of its cutting-edge Centre of Digital Innovation (CODi) in Kochi. This ambitious new facility is dedicated to leveraging Artificial Intelligence (AI) and data-driven solutions to enhance customer experiences and streamline operations. Positioned at the forefront of technological advancements in the airline industry, CODi will focus on developing innovative digital tools that improve passenger services, from AI-powered chatbots to advanced mobile applications, ensuring Air India remains a leader in delivering seamless and personalized travel experiences.

Air India, India’s flagship global airline, has recently unveiled its state-of-the-art Centre of Digital Innovation (CODi) in Kochi, Kerala, marking a significant milestone in the airline’s transformation into a modern, world-class carrier. This new initiative underscores Air India’s commitment to harnessing the power of digital technologies, data, and Artificial Intelligence (AI) to improve customer experience and streamline operations.

A Visionary Step Towards a Data-Driven Future

The inauguration of Air India CODi took place in the presence of prominent industry leaders, including N Chandrasekaran, Chairman of Tata Group and Air India. The ceremony also saw the participation of Campbell Wilson, the Chief Executive Officer and Managing Director of Air India; Dr. Satya Ramaswamy, the Chief Digital & Technology Officer; and P. Balaji, the Group Head of Governance, Regulatory & Compliance and Corporate Affairs at Air India.

The new CODi facility is housed in the Caspian Techparks, part of Infopark Phase II in Kochi. This innovative office building features nine floors of cutting-edge office space, blending workstations, meeting rooms, collaboration areas, and discussion cabins to create an inspiring and productive environment for the digital and technology teams. A standout feature of the facility is the ‘Bodhi Tree,’ a collaborative space designed to foster creative thinking and innovation. The building’s floors are named after historic kingdoms from Kerala, such as Travancore, Venad, Kochi, Valluvanad, Eranad, Kozhikode, Arakkal, Kottayam, and Chirakkal, reflecting the rich heritage of the region.

Enhancing the Customer Journey Through Digital Technologies

Air India CODi is set to play a pivotal role in developing cutting-edge technologies aimed at revolutionizing customer-facing digital touchpoints. Over the years, the team at CODi has already made substantial strides in enhancing the customer experience through several award-winning initiatives.

Air India’s Mobile App

One of the standout achievements of Air India’s digital transformation is its highly acclaimed mobile app. Rated an impressive 4.8 stars by users on both the Apple App Store and Google Play Store, Air India’s mobile app is one of the highest-rated airline apps globally. The app provides users with a seamless experience for booking flights, managing their travel, checking in, and accessing real-time updates, making it a powerful tool for enhancing customer convenience and satisfaction.

Air India’s Website

Another feather in Air India’s digital cap is its award-winning website, which consistently ranks among the top airline websites globally. Recognized by website evaluation platforms like Google Lighthouse, the Air India website is celebrated for its user-friendly design, fast loading times, and intuitive navigation. This makes it easy for travelers to book flights, track baggage, and access a range of customer services with just a few clicks.

AI-powered Chatbot AI.g

One of the most groundbreaking innovations developed by Air India CODi is the AI-powered chatbot, AI.g. Launched as the first generative AI chatbot in the global airline industry, AI.g has already handled over 8 million customer queries. Impressively, it autonomously answers 97% of queries without requiring human intervention, showcasing the power of AI in improving operational efficiency and customer service. The chatbot delivers instant, accurate responses to travelers, providing them with critical information regarding their flights, bookings, and other services.

Notification System and Inflight Entertainment

Air India also boasts an advanced notification system that delivers over 20 million notifications every month. This system keeps passengers informed with timely updates about their flights, cancellations, delays, and other crucial details, enhancing their overall travel experience.

Furthermore, Air India has invested heavily in its inflight entertainment system, which has won multiple accolades for its user-friendly interface and diverse content offerings. The system ensures that passengers have access to a wide array of movies, TV shows, music, and games, ensuring a comfortable and enjoyable journey.

AI-Driven Data Analytics and Innovation

Data analytics and AI are at the heart of Air India’s digital strategy. The airline has established an AI-infused, data-driven culture within key departments, enabling the team to harness valuable insights that drive smarter decision-making and enhance operational efficiencies.

At the core of this data-centric approach is Air India’s emphasis on AI-driven advancements that can continuously improve the airline’s ability to predict customer needs, personalize services, and optimize its overall operations. This will play a key role in Air India’s evolution into a customer-centric, tech-enabled airline that caters to the needs of modern travelers.

The Vision of N Chandrasekaran

During the inauguration, N Chandrasekaran, the Chairman of Tata Group and Air India, shared his vision for Air India’s future, emphasizing the importance of integrating digital technologies and AI to shape the airline’s journey toward becoming a global leader in customer experience. He remarked on the immense potential of AI in revolutionizing the way airlines interact with customers, urging the team at Air India CODi to develop digital interfaces that would infuse both intelligence and empathy into the customer experience.

Chandrasekaran also encouraged the team to focus on building autonomous digital assistants capable of proactively anticipating and fulfilling the needs of Air India’s passengers. By doing so, Air India aims to create a seamless, highly personalized experience that goes beyond expectations and sets new standards in the airline industry.

Empowering Frontline Staff

As part of his speech, Chandrasekaran stressed the importance of digital tools that empower Air India’s frontline staff. These tools will enable the staff to deliver exceptional service and enhance the customer journey at every touchpoint. Whether it’s through automated customer support systems or advanced data-driven tools, these innovations aim to provide Air India employees with the resources they need to excel in their roles and delight passengers.

The Role of CODi in Air India’s Future Growth

Air India’s Centre of Digital Innovation (CODi) marks a significant step in the airline’s digital transformation journey. By focusing on the development of AI-powered technologies and customer-facing innovations, Air India is laying the foundation for an exciting future. As the airline continues to embrace digitalization, it aims to redefine the travel experience for its passengers and establish itself as a global leader in the aviation industry.

By leveraging cutting-edge digital tools, AI, and data analytics, Air India is well on its way to becoming one of the most technologically advanced and customer-focused airlines in the world. With the inauguration of CODi in Kochi, the airline is taking a bold step towards creating a truly future-ready and innovative airline that is poised to set new benchmarks in the industry.

Air India has launched its Centre of Digital Innovation (CODi) in Kochi, focusing on AI and data-driven solutions to revolutionize customer experiences and streamline airline operations.

Conclusion

The launch of Air India’s Centre of Digital Innovation in Kochi is a testament to the airline’s commitment to technology, innovation, and customer satisfaction. With a strong focus on AI, digital transformation, and data analytics, Air India is paving the way for a new era of travel experiences. This strategic move reinforces Air India’s position as a modern airline with a vision to lead in both service excellence and digital innovation.

Campbell Wilson, Chief Executive Officer & Managing Director, Air India said, “We are very excited to announce Air India CODi that will help further strengthen India’s innovation ecosystem. At Air India, we believe equipping our frontline employees with tech-enabled systems will help us provide greater level of customer service to our guests. To this end, the team at Air India CODi will continue to develop cutting-edge AI solutions that will delight our guests.”

“The Air India Centre of Digital Innovation will be a space for collaboration and innovation for our talented workforce that will focus on developing customer-facing digital touchpoint technologies and cutting-edge data and AI capabilities. In the last two years, the team has made significant contributions to elevate customer delight through digital touchpoints as well as AI and data-driven decision-making capabilities across all our internal departments, as part of Air India’s Vihaan.AI transformation program. I am confident that Air India CODi will help further enhance the experience of our guests,” said Dr Satya Ramaswamy, Chief Digital & Technology Officer, Air India.