Wednesday, August 28, 2024 Air India has significantly enhanced its customer service by incorporating support for seven additional Indian languages—Bengali, Kannada, Malayalam, Marathi, Punjabi, Tamil, and Telugu—alongside the existing Hindi and English options. This strategic move aims to elevate the travel experience by catering to India’s rich linguistic diversity, ensuring passengers can communicate comfortably in their native languages. Reflecting the airline’s commitment to being a ‘global airline with an Indian heart,’ this initiative not only fosters inclusivity but also aligns with Air India’s broader vision of connecting with customers on a cultural level.
To streamline this experience, Air India’s Interactive Voice Response (IVR) system now features automatic language detection based on the user’s mobile network, thereby reducing the need for manual language selection and enhancing response efficiency. Additionally, the airline has introduced five new 24/7 contact centers globally, equipped with dedicated desks for premium and frequent flyers, further demonstrating its commitment to superior service. These centers offer specialized assistance in Indian languages from 08:00 to 23:00 IST daily, ensuring comprehensive support for a wide range of customer needs.
To bolster service quality, Air India has also insourced back-office functions, including managing emails, social media interactions, and chat support, leading to more efficient and higher-qua.