Air India Express, India’s flagship carrier which recently acquired AirAsia Airlines, had a traditional problem in the airline industry: surging wait times in its call center during the holidays and other peak travel days. In partnership with Avaamo, the airline deployed a cutting-edge GenAI-powered virtual assistant “Tia” to handle flight queries, late arrivals, booking, rebooking, and refunds.

Tia was launched across multiple channels, including web, voice, WhatsApp, and mobile, giving customers the flexibility to interact whenever and wherever they choose. The integration into backend systems like AIMS, Navitaire, and Salesforce ensure all customer service workflows can be handled without human intervention.

Passengers can now check and modify booking details, inquire about no-show refunds, manage add-ons like extra baggage, request voluntary and involuntary refunds, and even check their itinerary – all without ever needing to speak to an agent. Out of 3.1 million queries handled annually, 99.7 % were handled by Tia with the rest being deflected to a live agent, reducing call volumes by 90% or more in their call centers.