Air India launches AI-driven booking tool

The patent-pending tool is for loyalty programme customers only currently

India’s leading global airline, Air India, has rolled out eZ Booking, an AI-driven feature that allows customers to complete their reservation on its website in fewer steps than currently available by just texting or talking to the AI agent with their detailed travel itinerary.

Currently available exclusively for members of Maharaja Club, Air India’s loyalty programme, the innovation helps customers book their ticket on the Air India website, by eliminating a number of commands and without having to navigate multiple screens. 

eZ Booking is another step in Air India’s endeavour to give its customers an enhanced and seamless experience.

eZ Booking is powered by intelligent Agentic AI tools and simulates the role of a travel agent by listening to the customer’s requirement and generating a customised itinerary. ‘

Agentic AI helps users complete complex tasks with minimal human intervention utilising machine learning, natural language processing, and automation technologies to take decisive action.

The reservation journey on digital channels for airline customers involves navigation through multiple screens to enter travel details, make selections from available choices, feed in information about travellers etc before making the payment and getting the ticket. eZ Booking aims to streamline the process to fewer clicks and pages by eliminating multi-step navigation on the website.

Dr. Satya Ramaswamy, chief digital and technology officer of 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. 

He added: "We hope our guests will enjoy the ease-of-use, speed and convenience of eZ Booking, that further enriches our strong digital channel presence."

The patent-pending design concept for eZ Booking has won the Red Dot Design Concepts award recently which is showcased in the Red Dot Design Museum in Singapore.

The tool leverages learnings from Air India’s AI-driven chatbot AI.g, the global airline industry’s first Generative AI-chatbot.

Guests can find the eZ Booking feature on the top navigation bar once they log into the Maharaja Club website on www.airindia.com. 

Air India plans to launch the eZ Booking feature on its mobile website and mobile app in the coming weeks.