Air India has taken a significant step towards enhancing its customer experience by introducing seven new Indian languages to its 24/7 customer support services. Recognizing the linguistic diversity of India, the airline aims to provide a more inclusive and accessible experience for its passengers.
The newly added languages include Bengali, Kannada, Malayalam, Marathi, Punjabi, Tamil, and Telugu, in addition to the existing Hindi and English options. This expansion allows passengers to communicate with Air India in their preferred dialect, ensuring a more personalized and comfortable interaction.
To streamline the process, Air India’s IVR system automatically detects the customer’s language preference based on their mobile network. This eliminates the need for manual language selection, reducing response times and improving overall customer satisfaction.
Rajesh Dogra, Chief Customer Experience Officer at Air India, expressed the airline’s commitment to transformation and inclusivity. “The introduction of multilingual support in Indian languages is a significant milestone,” he stated. “We are expanding our reach and strengthening customer relationships by ensuring every interaction feels familiar and inclusive.”
Air India has recently launched five new contact centers that provide global 24/7 support. These centers feature dedicated desks for premium and frequent flyers, ensuring they receive personalized attention. Special assistance in Indian languages is available daily from 0800 hrs to 2300 hrs IST.
Furthermore, the airline has insourced back-office operations for managing emails, social media, and chat support. This move has significantly improved customer service quality and efficiency, ensuring that passengers receive timely and effective assistance.
By expanding its customer support services to include seven new Indian languages, Air India has demonstrated its commitment to catering to the diverse needs of its passengers. This initiative aligns with the airline’s vision of becoming a global airline with an Indian heart.
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