Air India Express wins award for AI-powered customer experience
New Delhi, Sept 22 (TNT): Air India Express has received the ‘Best Use of AI in Customer Experience’ award at the UBS Forums 25th CX Strategy Summit & Awards 2026 for its AI-powered guest support platform Tia.
Tia, the airline’s digital guest assistance platform, provides round-the-clock support through the airline’s website, mobile app, WhatsApp and contact centre.
In a release, the airline said more than 75 per cent of guest interactions are currently resolved through Tia’s chat and voice automation capabilities, while the platform handles around 15,000 guest queries daily across its digital channels.
Tia offers more than 100 self-service options covering bookings, cancellations, refunds, flight status, baggage queries and other travel-related information.
During disruptions related to West Asia in April, Tia handled nearly four-fifths of the guest queries received by the airline and assisted with booking changes, rescheduling and cancellations, including changes to origin and destination stations subject to seat availability, Air India Express said.
Guests can also connect with Customer Happiness Specialists, with interaction history and context transferred across channels to facilitate continuity of service.
The airline said Tia was introduced in 2021 as a chatbot-based assistance platform and has since evolved into an AI-enabled support system covering digital and voice channels.
Future enhancements to the platform will include multilingual assistance, greater personalisation and expanded self-service capabilities, it said.
The recognition follows Air India Express receiving a four-star World Airline Rating from Skytrax, according to the airline.
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