What challenges did Air India face before AI implementation?

Need to automate customer service for higher service quality Manual workflows in HR, IT help desk, sales, and supply chain reduced productivity Fragmented access to business data and lack of continuity across support interactions Costly manual labor in operational tasks Demand for scalable support to meet growing passenger and business needs

What was the impact of the AI solution?

Reduced manual labor and operational costs Faster issue resolution and workflow automation Improved employee productivity Enhanced customer satisfaction Accelerated response and service times

Source

Microsoft

Air India streamlines customer service with AI-powered automation

Use case typeAutomotive operations automationUpdated Jun 13, 2026

Air India implemented Microsoft AI agents to transform its customer service and business operations. By integrating Microsoft 365 Copilot, Dynamics 365, Azure AI Agent Service, and Azure OpenAI, the airline automated various workflows, including customer support and HR, IT help desk, sales, and supply chain tasks. The no-code Copilot Studio was leveraged for rapid agent development, connected to business data. The agents deliver enhanced employee productivity, faster issue resolution, and overall cost savings. Efforts included ensuring secure access, memory infrastructure for agents to retain context across actions, and responsible AI practices. These innovations resulted in reduced manual labor, improved customer satisfaction, and significant time savings, helping Air India stay competitive and customer-focused.

Organization: Air India
Industry: Logistics
Location: India
Published: November 2024

Reported outcomes

Strategic outcomes

Customer experience & trustImproved customer satisfactionSpeed & agilityFaster issue resolutionScale & capacityAutomated customer service and operationsCost efficiencyReduced manual labor and operational costs

Primary read

Use case focus

Showing 3 of 3

1Automated AI customer service agent for aviation
2Automated HR and IT help desk workflows
3Sales and supply chain workflow automation in airlines

Need to automate customer service for higher service quality
Manual workflows in HR, IT help desk, sales, and supply chain reduced productivity
Fragmented access to business data and lack of continuity across support interactions
Costly manual labor in operational tasks
Demand for scalable support to meet growing passenger and business needs

Deployed Microsoft AI agents within customer service and operations
Used Microsoft 365 Copilot and Copilot Studio to create custom agents
Integrated Dynamics 365 for automating HR, sales, supply chain, and customer service workflows
Leveraged Azure AI Agent Service and Azure OpenAI for complex task automation
Ensured secure data access and robust agent memory infrastructure

Technologies

Azure AI Azure OpenAI Copilot Dynamics Power Apps

Reduced manual labor and operational costs
Faster issue resolution and workflow automation
Improved employee productivity
Enhanced customer satisfaction
Accelerated response and service times

Architecture

AI agents are built on Microsoft 365 Copilot and Copilot Studio for rapid development, with connections to business data and integrations to Dynamics 365 for workflow automation. Azure AI Agent Service and OpenAI language models orchestrate agent functions, with memory, entitlements and secure tool access in place. Agents connect to systems like Teams, PowerPoint, SharePoint, and HR/IT service tools, using SDKs and Github for developer customization.

Sources & evidence1

Groundedness: Unavailable

Primary source

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Customer evidence