Air India rolls out AI-driven booking platform
January 22, 2025
Air India has introduced a new AI-powered feature called eZ Booking, which allows customers to book their flights on the airline’s website via an AI assistant.
Initially available to members of Air India’s Maharaja Club loyalty programme, eZ Booking aims to simplify the reservation process by removing unnecessary steps and consolidating the entire experience.
By leveraging artificial intelligence, the feature eliminates the need for navigating multiple screens, offering a smoother and more intuitive way to book flights, Air India claims.
The technology behind eZ Booking, known as Agentic AI, functions like a virtual travel agent. It listens to or reads the customer’s travel requests and generates a tailored itinerary.
Combining machine learning, natural language processing, and advanced automation, this system is designed to provide efficient and accurate booking with minimal user input.
Traditional online flight booking often involves navigating several pages to input travel dates, select flights, and provide passenger information before finalising the payment.
eZ Booking streamlines this by condensing the process into just a few steps, offering users an enhanced and faster booking experience.
Satya Ramaswamy, chief digital and technology officer, Air India, said: “In our pursuit of developing technologies to elevate customer experience and provide them a seamless and intelligent digital interface, we have introduced eZ Booking on our website, initially for our loyalty programme members.
“This is an industry-leading initiative and we are taking early steps in deploying the emerging ‘Agentic AI’ capabilities across all our digital footprint. We hope our guests will enjoy the ease-of-use, speed and convenience of eZ Booking, that further enriches our strong digital channel presence.”
