Air India, in partnership with outsourcing firms Concentrix and iEnergizer, looks to enhance premium and frequent flyers customer services with the addition of five new centres globally.

Air India, the national airline of India, has opened five new contact centres to provide its customers with round-the-clock service anywhere in the world.

According to a press statement by Air India, it has partnered with Concentrix, a California-headquartered customer engagement firm, to manage premium services from centres in Mumbai, Cairo and Kuala Lumpur.

The airline has also signed up iEnergizer, to operate contact centres in Noida and Bengaluru, focusing on domestic inquiries.

Air India says it has recently introduced a premium desk exclusively tailored for its premium Frequent Flyer members, as well as business and first-class guests. The dedicated service offers personalised assistance, further enhancing the overall travel experience for these esteemed segments of passengers. Investing in developing best-in-class technology infrastructure, including a new tech stack, the airline aims to streamline customer support operations and enhance efficiency.

“Our customers are at the core of our operations. The enhancement and expansion of the contact centres is a testimony to Air India’s commitment to providing comprehensive support to our customers and is a step towards building Air India into a world-class global airline,” says Rajesh Dogra, Chief Customer Experience Officer, Air India.

As a part of enhancing its customer service, Air India says it has implemented a comprehensive back-office insourcing strategy to manage emails, social media and chat support.

The statement adds that Air India had also launched its redesigned website and airline industry’s first Generative AI chatbot AI.g that answers across over 1300 travel-related topics.