13 Jun
The incident occurred on June 12 th, 2025 with Air India flight AI171 flying Ahmedabad to London Gatwick soon after takeoff. Rumors spread and family members of passengers, concerned citizens, and travelers flocked online to find answers and solace.
During such tough times, the information must be immediate, correct, and sensitive, and it is here that Air India, in silence, demonstrated the strength of conversational AI by means of its chatbot, AI.g.
What Made Air India Chatbot Stand out?
Rather than just using overwhelmed phone lines or delayed press releases, Air India implemented a special chatbot interface that assisted people:
- Get confirmed emergency updates in real time
- Dedicated helpline numbers to call within the country and abroad
- Avoid false information in social media
- Continue routine tasks like check-ins via WhatsApp without stress
Although nothing can ever lighten the emotional load of a tragedy, Air India made sure that communication was not an additional burden to the affected persons.
Crisis Conversational AI: Not a Trend, but a Responsibility
It is easy to understand why businesses view AI as a marketing opportunity, but events like this show that chatbots are also first responders in times of uncertainty. It can be an airline, hospital, government office or a university: a crisis-ready communication system is no longer a luxury. It is an obligation.
How Chatbots Can Assist Other Organizations to Prepare
At Converse AI, we create real-time messaging automation which can be tailored to situations such as:
- Flight emergence updates, weather warnings, or safety concerns
- Immediate provision of help numbers or helplines
- Status-driven messaging streams (e.g., refunds, rescheduling, FAQs)
- WhatsApp-first crisis outreach in cases when websites go down or call centers are overwhelmed.
It is said that, You cannot control the incident, but you can control the clarity, speed, and compassion of your response.
Build a Communication Flow Before You Need It
Businesses should question themselves:
- Is there an emergency messaging plan established?
- Is our support system infinitely scalable?
- In the case of a crisis would our customers feel informed and cared about?
Final Thoughts
While Air India’s situation is a sobering reminder of how fragile life can be, it also highlights how thoughtful use of technology — like conversational AI — can ease confusion and bring calm in chaos.
As we build towards smarter systems, let’s not forget that the most important feature of AI isn’t speed — it’s empathy.
Our Respect
Our thoughts are with everyone affected by the AI171 incident. We write this not to capitalize on tragedy, but to share a respectful observation on how digital tools can serve humanity in moments when it matters most.
We help businesses talk better with their customers. We give them powerful tools to have real conversations, keep customers happy, and grow their business.
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