Ujwal Makhija on Why Context-Driven AI Is Transforming Enterprise and Airline Communication | AI

In this episode of the Analytics Insight Podcast, Ujwal Makhija, Founder and Managing Director of Phonon Communications, shares deep insights into how artificial intelligence, automation, and omnichannel platforms are reshaping enterprise communication, especially in the airline industry.

Makhija explains why AI is often misunderstood as a replacement for human agents and argues that its real value lies in empowering people rather than eliminating them. According to him, most communication breakdowns stem from a lack of context, not a lack of technology. AI, when designed responsibly, can remove repetitive work, surface the right information instantly, and allow human agents to focus on empathy, judgment, and complex decision-making.

The conversation dives into the evolution of CRM systems—from efficiency-driven call centres to context-aware, AI-led communication ecosystems. Drawing from his early experience in building India’s first large call centres, Makhija explains how real-world disruptions exposed the limits of traditional systems and why automation must complement, not replace, human intelligence.

A key focus of the episode is aviation, where customer stress runs high, and information gaps quickly escalate into dissatisfaction. Makhija discusses why airlines now operate like e-commerce businesses with perishable inventory and how predictive insights, hyper-personalisation, and platforms like WhatsApp are becoming essential to modern airline customer experience.

He also outlines his vision for the future of enterprise communication—intelligent ecosystems where AI manages scale and speed, while humans deliver trust, assurance, and long-term value. The episode offers valuable takeaways for business leaders, CX teams, and technology decision-makers navigating AI adoption.

Don’t miss this insightful discussion on why purposeful automation, context-driven AI, and human-centric design will define the next phase of enterprise and airline communication.

#AIinBusiness #EnterpriseCommunication #CustomerExperience #Omnichannel #AirlineTech #ConversationalAI #FutureOfWork #AnalyticsInsight

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