An Indian airport operator has struck a deal to implement artificial intelligence-powered passenger assistance across its facilities, offering multilingual support and automated responses to traveller queries.

Adani Airport Holdings Limited (AAHL), a subsidiary of conglomerate Adani Enterprises, announced a strategic partnership with AionOS—a digital transformation company founded by former Tech Mahindra executive CP Gurnani—to deploy what the organisations term an "agentic AI solution" enhancing conventional help desk services.

The system aims to provide consistent engagement across all channels at Adani-operated airports whilst offering personalised, multilingual support, according to an official statement.

AionOS will deploy its proprietary platform, IntelliMate, delivering conversational AI and automation enabling Adani Airports to engage with customers and employees across multiple touchpoints including voice, chat, web and mobile applications in users' preferred languages.

The AI-driven solution will function as a 24-hour intelligent concierge, helping travellers access flight updates, gate information, baggage status, directions and airport services instantly in multiple languages and regional dialects.

Through unified orchestration across channels, the platform aims to ensure consistent, context-aware experiences, significantly improving passenger satisfaction whilst reducing service response times. The system seeks to enhance customer experience, streamline support operations and promote inclusivity across Adani's airport portfolio.

Arun Bansal, chief executive of AAHL, characterised the collaboration as "a significant step in delivering seamless and personalised journeys for travellers across our airports."

Combined with in-house offerings including Aviio, Adani OneApp and Airport-in-a-Box, Bansal stated the company is "building a connected ecosystem that enhances efficiency, fosters inclusivity, and sets new benchmarks for smart, sustainable and future-ready airports in India."

Gurnani emphasised his firm's commitment to "delivering innovative solutions that empower enterprises to navigate the complexities of the digital age and achieve their strategic objectives."

AAHL described the partnership as a significant milestone in its journey redefining airport services, ensuring travellers enjoy seamless, personalised support at every touchpoint.

The implementation reflects broader trends in aviation infrastructure toward AI-powered customer service systems. Airports worldwide are exploring conversational AI to handle routine passenger queries, potentially reducing staffing requirements whilst improving response times.

Multilingual capability proves particularly valuable in India, where passengers speak numerous languages and regional dialects. Traditional help desks struggle to provide staff proficient in all relevant languages, whilst AI systems can theoretically offer instant translation across numerous tongues.

However, effectiveness depends substantially on how well the AI handles varied accents, colloquial expressions and context-specific queries that often confound automated systems. Whether IntelliMate proves sufficiently sophisticated for complex passenger situations beyond simple informational requests remains to be demonstrated through operational deployment.

Adani operates multiple airports across India following aggressive expansion over recent years, acquiring facilities from government authorities through public-private partnership arrangements. The company has invested heavily in modernising infrastructure and services at these airports, viewing technology integration as crucial to competitiveness.

The partnership with AionOS—rather than established international airport technology vendors—suggests confidence in Indian technology companies' capabilities whilst potentially offering cost advantages compared to Western alternatives.

For AionOS, the Adani contract provides high-profile deployment opportunity demonstrating its platform's capabilities in demanding operational environments with millions of annual passengers. Success could position the firm for additional airport contracts domestically and potentially internationally.

The emphasis on "agentic AI" reflects current industry terminology around systems capable of taking actions beyond simple question-answering, such as proactively pushing relevant information to travellers or coordinating with other airport systems to resolve issues.

Whether passengers embrace AI-powered assistance over human help desk staff depends partly on system reliability and whether it successfully handles the full range of queries travellers present, from straightforward information requests to complex rebooking scenarios or accessibility requirements.