Air India is coming up with newer, more updated versions of technology for an enhanced customer experience as a part of its modernisation process. In the latest, the airline has introduced new regional languages to its IVR (Interactive Voice Response) system, including Marathi, Punjabi, Tamil, and Malayalam, besides the existing English and Hindi.
The airline believes this will help in offering an enhanced customer support service through its IVR. The system will automatically recognise the customer’s language preference based on the user’s mobile network, eliminating the need to manually choose a language, and thereby reducing the response time.
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Hence, long wait times over calls, on call-centre customer support service will be a thing of the past.
Apart from adding new languages, the airline also set up five new contact centres, offering round-the-clock assistance to its customers worldwide with dedicated desks for premium and frequent flyers. These centres will offer special assistance in Indian languages to Air India customers will be available from 0800 am to 2300 pm, every day.
A couple of months back Air India had launched ‘fare lock’ feature for customers booking flight tickets to bring about more flexibility in flight bookings.
With this feature, the passengers can reserve a price for 48 hours with a fixed, nominal fee. Thus, the passengers can plan their travels without having to worry about unexpected fluctuations in fares and availability for their preferred flight options. The feature is available for flight options at least 10 days away from the date of booking the service.
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