Air India, one of India’s leading global airlines, has inaugurated its new Centre of Digital Innovation (CODi) in Kochi, marking a significant milestone in the airline’s journey towards becoming a modern, world-class carrier. The newly established facility is designed to harness cutting-edge digital technologies, with a focus on enhancing customer-facing digital touchpoints and leveraging artificial intelligence (AI) and data analytics to provide a superior passenger experience.
Located in the vibrant Caspian Techparks within Infopark Phase II of Kochi, the CODi facility spans nine floors and features a dynamic blend of collaborative spaces, workstations, and modern meeting rooms. The design is inspired by Kerala’s rich historical heritage, with each floor named after significant kingdoms from the region’s past, such as Travancore, Kochi, and Kozhikode. This innovative work environment will foster creativity and collaboration among Air India’s tech teams, enabling them to develop next-generation digital solutions for the airline’s operations and customer interactions.
The team at CODi has already contributed to several groundbreaking innovations. Among its accomplishments is the development of Air India’s highly-rated mobile app, which has received praise for its user-friendly design and functionality, maintaining a remarkable 4.8-star rating on both Android and iOS platforms. Additionally, the airline’s website consistently ranks among the top airline websites worldwide, a testament to its seamless performance and user engagement. Notably, Air India has also launched the industry’s first generative AI-powered chatbot, designed to answer customer queries autonomously, achieving an impressive 97% self-service rate.
Beyond its customer service innovations, the airline’s new digital hub is playing a crucial role in transforming Air India’s internal operations. The CODi team is advancing AI-powered solutions that integrate data analytics into key areas of the airline’s business, enabling data-driven decision-making that enhances operational efficiency and optimises service delivery. The introduction of autonomous digital assistants to anticipate and meet customer needs represents another forward-thinking initiative that aims to revolutionise the customer experience.
In addition to these accomplishments, Air India’s notification system, which delivers more than 2 crore notifications each month, continues to keep passengers informed with timely updates, further demonstrating the airline’s commitment to using technology to improve service. The centre’s work will play a pivotal role in Air India’s broader digital transformation under the Vihaan.AI programme, which aims to make the airline more tech-savvy, responsive, and customer-centric.
With this launch, Air India underscores its commitment to becoming a leader in technological innovation within the aviation industry. The Centre of Digital Innovation in Kochi is not only a major step in the airline’s digital evolution but also a significant contribution to India’s broader push for technological advancement and innovation in the business sector. As Air India looks to expand its footprint in the global aviation market, its focus on AI, data, and digital interfaces will continue to reshape how passengers interact with the airline, elevating service quality and operational excellence
