Air India enhances customer support with multilingual service  

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Air India, India’s leading global airline, has introduced seven new languages to its round-the-clock customer support services. Customers may now opt for  service in Bengali, Kannada, Malayalam, Marathi, Punjabi, Tamil and Telugu in addition to the  existing Hindi and English.

As a country, India has incredible linguistic diversity and several dialects spoken across the length and the breadth of the country. By integrating these seven Indian languages, Air India  aims to elevate customer experience and provide a more accessible experience for passengers  who prefer to communicate in their native languages. The enhanced Indian language support  reflects the airline’s vision of being a ‘global airline with an Indian heart’.

Air India’s IVR system will now automatically recognise the customer’s language preference  based on user’s mobile network, eliminating the need to manually choose a language, and thus  reducing the response time.

“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

Recently, Air India has deployed five new contact centres, offering round-the-clock assistance  to its customers worldwide with dedicated desks for premium and frequent flyers. Special  assistance in Indian languages to Air India customers will be available from 0800 hrs to 2300  hrs IST, every day. In addition, the airline implemented a comprehensive back-office insourcing  strategy to manage emails, social media, and chat support in-house which has significantly  improved the quality and efficiency of customer support services.

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