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eZ Booking uses intelligent “Agentic AI” tools that mimic the role of a travel agent, listening to customers’ requests and generating personalised itineraries.
eZ Booking simplifies this by reducing the number of steps and screens, streamlining the process to just a few clicks or voice commands.
Air India has introduced a new Artificial Intelligence (AI)-powered feature called eZ Booking, which allows customers to book tickets in fewer steps than ever before, just by texting or talking to the AI agent with their travel details.
Currently available exclusively for Maharaja Club members—Air India’s loyalty programme—this feature simplifies ticket booking on airindia.com by removing unnecessary commands and screens.
What is eZ Booking?
eZ Booking uses advanced ‘Agentic AI’ technology, which acts like a digital travel agent. It listens to the customer’s requirements and creates a tailored travel itinerary. It leverages machine learning, natural language processing, and automation to handle complex tasks with minimal human input.
Instead of navigating through numerous screens to enter travel details, make selections, and fill in traveller information, customers can now complete the entire booking process with fewer clicks and pages.
Dr. Satya Ramaswamy, Chief Digital and Technology Officer at Air India, commented, “ We hope our guests will enjoy the ease-of-use, speed and convenience of eZ Booking, that further enriches our strong digital channel presence.”
How eZ Booking Works:
Simple and Minimal Steps: Customers can express their travel needs in natural language. For example, they can say, “Give me the first flight from Delhi to Mumbai tomorrow,” or “I need to go to Chennai from Mumbai next Thursday and return on Friday.” The AI agent will then provide a full itinerary, which can be accepted or modified before payment is made.
Voice Input: Guests can also communicate with eZ Booking by speaking, creating an even more seamless and human-like experience.
Easy Changes with Minimal Commands: If the itinerary isn’t perfect, customers can quickly adjust it by giving simple voice or text commands, eliminating the need to navigate through multiple screens.
The patent-pending design of eZ Booking recently won the prestigious ‘Red Dot Design Concepts’ award and is now showcased in the Red Dot Design Museum in Singapore.
This new feature also incorporates insights from Air India’s AI-driven chatbot, AI.g, launched in May 2023. AI.g, the first generative AI chatbot in the global airline industry, handles over 50,000 queries daily, answering 97 percent of them without human intervention.
