For Travel technology platform ixigo, the journey is no longer just about tickets and itineraries — it’s about transforming travel anxiety into peace of mind.
"With the help of Artificial Intelligence (AI), we are metamorphosing ourselves from a company that helps book tickets and manage trips into a company that provides 'Peace of Mind'," said Rajnish Kumar, Group Co-Chief Executive Officer (CEO), ixigo in the company's Q2 FY26 earnings release.
"AI for AI's sake is imprudent. What matters is what AI achieves for the customer experience. For us, AI has never been about headlines or launching half-baked products that only work in demos; it is about solving real problems that make travel simpler for millions of people who trust us every month by leveraging it behind the scenes. Our users from Tier II and Tier III cities don't need to understand AI; they just need to feel its impact in a magical way," he said.
"When we do it right, our users don't see AI," he added.
For the company, AI agents resolved 48.80% voice and 90.56% chats.
In addition, 2.69 million customer queries were handled by AI.
Also, calls answered within 2 minutes went up to 97.4% in Q2 FY26 from 67.15% in FY21.
Kumar noted that AI is helping them deliver predictability, speed and reliability to the end customer from keeping travellers informed proactively and pre-emptively, smart fare predictions that help lock prices with Price Lock, automated check-in and boarding pass generation, smart rebooking
in case of cancellations or reschedules, voice AI assistance, or instant claim resolution through AI-driven operations.
Kumar also added that the current build-out of AI infrastructure in the world means the cost of underlying models will tend to keep becoming more affordable over time as broader adoption sets in. "The gains in efficiency and productivity have started to become more visible in companies deploying these technologies early on to gain efficiencies, and this is also showing up in the meteoric growth of revenues of AI-first businesses that achieve product-market fit."
He pointed out the exponential growth that the internet investments made in the 90s delivered in the last two decades, or the app ecosystem investments made in the last decade that are delivering now. "Now, apply a much higher order of magnitude multiple on that to imagine what the future potential of AI adoption could start looking like in the next decade, and you start to get the full picture."
"We will therefore deliberately deploy some capital into making longer-term investments for what the NewCo at ixigo should look like in the AI-first world, which is what the AI disruption leg of our AI strategy is all about."
Aloke Bajpai, Group CEO, ixigo highlighted the recent fundraise to accelerate AI-led growth.
"We are in the process of raising Rs 1 ,296 crore of fresh capital through Preferential Issue to strengthen our balance sheet, accelerate AI-led growth and onboard Prosus (MIH Investments One B.V.), a leading global technology investor with deep expertise in Al, marketplaces and travel."
He added that they have no intention to start any price-war or discounting war.
"Our track record shows that we have never believed in the "capital as a moat" playbook and hence we have never been an aggressor on discounts or marketing spends. Our competition has historically been better capitalised than us, and despite that, we have managed to continue growing faster by deploying our capital towards longer-term product, tech, AI and growth investments, along with some smart acquisitions along the way."
Bajpai added, "We do hope that our balance sheet acts as a deterrent for other players who may wish to initiate price aggression, as we will have the capacity to match and compete fiercely in areas of our business where we prioritise growth over profitability. What this capital allows us to do is to take bolder long-term bets that can have asymmetric long-term payoffs."
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