India
Air India successfully deploys airline industry’s first generative AI virtual agent | India News
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PUNE: Air India has become the world’s first airline to have successfully deployed a Generative AI virtual agent, called ‘Maharaja’, powered by Azure OpenAI service. It has successfully answered over half a million customer queries since its pilot launch in March 2023, and it today manages over 6,000 queries a day in four languages, airline officials said.
Air India’s Maharaja AI Agent manages an extensive spectrum of customer queries across 1,300 areas related to flight status, baggage allowances, packing restrictions, check-in, frequent flyer awards, airport lounge access, flight changes, refunds and more.
To meet the needs of guests around the world, Maharaja speaks four languages: Hindi, English, French, and German. Of the 6,000-plus questions received each day, over 80% are successfully answered in seconds. About 15% of customer queries today require additional assistance, and Maharaja recognises this automatically and orchestrates a seamless handoff to Air India’s contact centre agents, officials added.
Dr. Satya Ramaswamy, Chief Digital and Technology Officer, Air India, said: “We are dedicated to providing the best possible service and experience to our valued guests across channels. We also want to be very responsive to their changing preferences. After the emergence of Large Language Model driven Generative AI capabilities, we are increasingly seeing a definitive shift in guest preferences to use chat interactions to get the information and support they need quickly and directly as compared to browsing several web pages.”
“We have used several patent-pending innovations in our AI agent Maharaja with a combination of traditional machine learning techniques and the latest in Generative AI to provide a pleasing and effective experience for our customers. Many more innovations are in the pipeline and will be made live in the months to come,” he added.
“We are pleased to see Air India’s successful deployment of their AI-powered agent, Maharaja, and the use of Microsoft Azure OpenAI Service to provide a personalized and relevant customer experience. We believe that this is the beginning of a new era of customer service, and we look forward to seeing more organizations use the power of Generative AI and our AI-optimized Azure cloud to provide a seamless and efficient customer experience,” said Marco Casalaina, Vice President, AI Platform, Microsoft.
Air India’s Maharaja AI Agent manages an extensive spectrum of customer queries across 1,300 areas related to flight status, baggage allowances, packing restrictions, check-in, frequent flyer awards, airport lounge access, flight changes, refunds and more.
To meet the needs of guests around the world, Maharaja speaks four languages: Hindi, English, French, and German. Of the 6,000-plus questions received each day, over 80% are successfully answered in seconds. About 15% of customer queries today require additional assistance, and Maharaja recognises this automatically and orchestrates a seamless handoff to Air India’s contact centre agents, officials added.
Dr. Satya Ramaswamy, Chief Digital and Technology Officer, Air India, said: “We are dedicated to providing the best possible service and experience to our valued guests across channels. We also want to be very responsive to their changing preferences. After the emergence of Large Language Model driven Generative AI capabilities, we are increasingly seeing a definitive shift in guest preferences to use chat interactions to get the information and support they need quickly and directly as compared to browsing several web pages.”
“We have used several patent-pending innovations in our AI agent Maharaja with a combination of traditional machine learning techniques and the latest in Generative AI to provide a pleasing and effective experience for our customers. Many more innovations are in the pipeline and will be made live in the months to come,” he added.
“We are pleased to see Air India’s successful deployment of their AI-powered agent, Maharaja, and the use of Microsoft Azure OpenAI Service to provide a personalized and relevant customer experience. We believe that this is the beginning of a new era of customer service, and we look forward to seeing more organizations use the power of Generative AI and our AI-optimized Azure cloud to provide a seamless and efficient customer experience,” said Marco Casalaina, Vice President, AI Platform, Microsoft.
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