Air India launched ‘Maharaja’, a Generative AI virtual agent powered by Azure OpenAI. The person answers over 6,000 consumer inquiries everyday in four languages and has answered over half a million…
Friday’s Air India statement declared it was the first airline to deploy Generative AI virtual agent ‘Maharaja’. Microsoft Azure OpenAI powers the agent.
The project began testing in March 2023. Air India says Maharaja has answered over half a million consumer queries and handles over 6,000 each day in Hindi, English, French, and German.
Air India reports that the pilot operation, launched in March 2023 for testing, has answered over half a million customer queries and manages over 6,000 per day in four languages.
The Tata Group-owned airline uses ChatGPT to analyze complex issues it cannot quickly answer. This improves customer experience and makes the virtual agent more natural language-savvy.
‘Maharaja,’ the virtual agent, handles 1,300 customer queries. You can ask about flight status, baggage allowances, packing restrictions, check-in, frequent flyer awards, airport lounge access, travel changes, and refunds.
Notably, the agent speaks Hindi, English, French, and German.
“Over 80% of the 6,000-plus daily queries are answered in seconds. About 15% of consumer queries require additional assistance, and Maharaja automatically transfers them to Air India’s contact center agents “The announcement claimed.
After the introduction of Large Language Model-driven generative AI capabilities, Air India’s Chief Digital and Technology Officer, Satya Ramaswamy, is noticing a clear shift in guest preferences to use chat to acquire information and service rapidly.
Our goal is to give our guests the finest service and experience across channels. We aim to adapt quickly to their tastes. Large Language Model-driven Generative AI capabilities are changing guest preferences to use chat interactions to receive the information and support they need fast and directly rather than reading numerous web sites “said.
Air India expects to debut more advanced features using patent-pending technologies in the coming months. This features a revolutionary user experience that improves how customers interact with AI agents using textual and graphical interfaces to speed up interactions… The statement stated that Air India will add data-driven deep-personalization to its AI agent.
Air India uses generative AI to automate booking, cancellation, and confirmation. Human agents can focus on more sophisticated and valuable interactions with this technology. Full-service carrier Air India is expanding aggressively.
Conclusion
Microsoft Azure OpenAI powers Air India’s Maharaja AI assistant (generative AI virtual agent). It answers several client questions in Hindi, English, French, and German. Over 80% of the assistant’s 6,000 daily requests are addressed in seconds.
Flight status, baggage allowances, packing restrictions, check-in, frequent flyer awards, airport lounge access, flight adjustments, and refunds can be answered by Maharaja. It can also direct questions to humans for support.
Air India wants to add more AI technologies in the coming months, including a new user experience with AI assistants and data-driven deep personalization.
The Maharaja AI assistant assists Air India and its clients. Booking, cancellation, and confirmation can be automated by the assistant, reducing human agent workload. This lets humans focus on more complicated, value-added interactions.
Customer service is improved since the assistant can quickly and accurately give airline and travel information. It provides 24/7 support to customers. By automating processes and enhancing customer service, the assistant can help Air India cut costs. This is expected to boost Air India’s profitability.
