Air India has expanded its customer support services by introducing seven regional languages: Bengali, Kannada, Malayalam, Marathi, Punjabi, Tamil, and Telugu. This addition aims to cater to the linguistic diversity of India, providing a more personalised and accessible experience for passengers who prefer to communicate in their native languages.
This initiative aligns with Air India's vision of being a ‘global airline with an Indian heart.’ The airline's IVR (Interactive Voice Response) system will now automatically recognise a customer's language preference based on their mobile network, streamlining the process and reducing response time. This eliminates the need for customers to manually select their preferred language, enhancing overall service efficiency.
Air India recently expanded its customer support infrastructure by deploying five new contact centres. These centres offer round-the-clock assistance worldwide, with dedicated desks for premium and frequent flyers. Special language assistance in the newly added Indian languages will be available daily from 8 AM to 11 PM IST.
Additionally, the airline has implemented a comprehensive back-office insourcing strategy to manage emails, social media, and chat support internally. This strategic move has significantly improved the quality and efficiency of Air India's customer support services, ensuring a more responsive and seamless experience for its passengers.
“The introduction of multilingual support in Indian languages marks a significant milestone in our transformation journey. By integrating these Indian languages into our customer support services, we are not only expanding our reach but also strengthening the relationship with our customers, ensuring that every interaction with Air India feels familiar and inclusive,” said Rajesh Dogra, Chief Customer Experience Officer, Air India.
