Introduction
Vistara Airlines is renowned for its luxurious travel experience, operational efficiency, and innovative approach to the airline industry. Since its establishment in 2015, Vistara has quickly become one of India’s leading full-service airlines, revolutionizing air travel for countless passengers. Despite its success, the company encountered a significant operational challenge that must be addressed.
Profile:
Vistara Airlines boasts over 7,000 dedicated employees and an extensive network connecting various destinations across India. The airline is recognized for its unwavering commitment to exceptional service, which sets it apart as a trailblazer in the industry.
Challenge:
Vistara faced a major hurdle when a substantial portion of its workforce, including cabin crew and flight crew members, lacked access to the internal Ticketing System. This absence posed difficulties for cabin crew members, especially during ground operations when they couldn’t easily handle laptops or desktops. As a result, this limitation caused delays in processing tasks and created scalability issues within the IT service management (ITSM) framework. This challenge was especially daunting for employees who are frequently on the move, comprising over 70% of Vistara’s workforce.
Solution:
Vistara Airlines turned to Nuacem AI for a transformative solution to overcome this challenge. Nuacem AI’s conversational AI-powered chatbots offered a flexible integration solution through APIs, making them an ideal choice. These chatbots were deployed on globally accessible channels such as the web and WhatsApp, providing employees with seamless ticketing accessibility.
The solution provided:
- Auto-login and user details recognition by linking WhatsApp numbers with Active Directory ITSM information.
- Integration with Symphony Summit, a third-party ticketing system, via APIs for real-time dynamic information retrieval and processing.
- Empowerment for employees to raise service requests and incidents, track ticket statuses, reopen resolved tickets, and access FAQs across multiple departments, including HR, flight operations, and IT, covering a comprehensive range of 180+ service requests and incident ticket management.
- Dynamic ticket updates through APIs, ensuring real-time information accessibility and reliability while eliminating maintenance concerns.
Result:
The ITSM automation solution, launched in September 2023, has shown promising adoption rates. Over 60% of employees are expected to use it by the end of 2023. This initiative has significantly enhanced operational efficiency by addressing over 180 service requests and incidents.
Vistara’s team expressed satisfaction with the agile project management approach, which featured daily standups and weekly stakeholder demos and showcased seamless collaboration throughout the project’s lifecycle.
Conclusion:
Vistara Airlines’ partnership with Nuacem AI exemplifies the power of technology-driven innovation in overcoming operational challenges within the aviation industry. By transitioning from operational bottlenecks to ITSM excellence, Vistara has improved its internal processes and set a new standard for industry-wide transformative solutions. This use case underscores Vistara’s commitment to excellence and serves as a benchmark for leveraging technology to drive operational efficiency and customer satisfaction.
