Air India augments customer care with 5 new centres globally 

Air India augments customer care with 5 new centres globally 


Air India, India’s world airline, has deployed 5 new contact centres, providing round the clock help to its prospects worldwide.

It has partnered with Concentrix, a California-headquartered customer engagement agency, to handle premium companies 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 not too long ago launched a premium desk completely tailor-made for its premium Frequent  Flyer members, in addition to enterprise and first-class company. 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 new tech stack, the airline goals to streamline customer assist operations and  improve effectivity. 


“Our customers are at the core of our operations. The enhancement and expansion of the contact  centres is a testimony to Air India’s commitment to providing comprehensive support to our  customers and is a step towards building Air India into a world-class global airline,” Rajesh  Dogra, Chief Customer Experience Officer, Air India, mentioned through the launch of the Mumbai  centre. 

Air India has carried out a complete back-office insourcing technique to handle emails, social media, and chat assist internally to successfully help our valued prospects. A 24/7 grievance administration desk promptly addresses all customer queries, escalations and gives  round the clock assist. A strong high quality and coaching governance framework has additionally been  established to make sure that the staff 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 subjects.  



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