Air India, India’s largest global airline, has introduced seven new languages to its 24-hour customer service. Customers can now choose 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 breadth of the country. By integrating these seven Indian languages, Air India aims to improve the customer experience and provide a more accessible experience for passengers who prefer to communicate in their native language. The enhanced Indian language support reflects the airline’s vision to be a ‘global airline with an Indian heart’.
Air India’s IVR system now automatically recognizes the customer’s language preference based on the user’s mobile network, eliminating the need to manually select a language and thus reducing response time.
“The introduction of multilingual support in Indian languages marks an important 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 launched five new contact centers, providing 24-hour assistance to customers around the world, with dedicated desks for premium and frequent flyers. Special assistance in Indian languages for Air India customers will be available every day from 8:00 AM to 11:00 PM IST. In addition, the airline has implemented a comprehensive back-office insourcing strategy to manage emails, social media and chat support internally, which has significantly improved the quality and efficiency of customer support services.
