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 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 not too long ago launched a premium desk completely tailor-made for its premium Frequent  Flyer members, in addition to enterprise and first-class visitors. The devoted service provides  personalised help, additional enhancing the general journey expertise for these esteemed  segments of passengers. Investing in creating best-in-class know-how infrastructure, together with a brand new tech stack, the airline goals to streamline buyer help operations and  improve effectivity. 


“Our prospects 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 help to our  prospects and is a step in direction of constructing Air India right into a world-class world airline,” Rajesh  Dogra, Chief Buyer Expertise Officer, Air India, mentioned in the course of the launch of the Mumbai  centre. 

Air India has applied a complete back-office insourcing technique to handle emails, social media, and chat help internally to successfully help our valued prospects. A 24/7 grievance administration desk promptly addresses all buyer queries, escalations and offers  round the clock help. 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  abilities. 

Not too long ago Air India launched its redesigned web site and airline business’s first Generative AI  chatbot- AI.g. The chatbot offers seamless accessibility on the web site in addition to on WhatsApp opening a brand new visitor help channel, serving to travellers to ask questions throughout  1300+ travel-related matters.  



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