Air India Takes Flight into the Future with AI-powered Virtual Agent
In a groundbreaking move, Air India has become the first airline to embrace the era of Artificial Intelligence with the launch of its virtual agent, ‘Maharaja.’ The innovative AI-based agent, owned by Tata Sons, has revolutionized customer service in the aviation industry.
Since its pilot launch in March 2023, ‘Maharaja’ has impressively handled over half a million customer queries, setting a new standard in customer service. Powered by Azure OpenAI service, this AI marvel adeptly responds to inquiries on a wide range of topics such as flight status, baggage allowances, flight changes, refunds, and check-in procedures.
What’s more, Air India’s ‘Maharaja’ offers seamless multilingual support, with proficiency in four languages: Hindi, English, French, and German. It accurately addresses 80 percent of the 6,000-plus daily queries within seconds, showcasing its efficacy. For the remaining 15 percent requiring additional support, ‘Maharaja’ seamlessly directs them to Air India’s contact center agents, demonstrating a harmonious integration of AI and human assistance.
Dr. Satya Ramaswamy, Chief Digital and Technology Officer at Air India, emphasized the airline’s commitment to providing unparalleled service. According to TOI, he stated, “In response to evolving guest preferences, we’ve witnessed a shift towards chat interactions powered by Large Language Model-driven generative AI. Maharaja, with its patent-pending innovations, combines traditional machine learning techniques and the latest in Generative AI to offer a delightful and effective customer experience.”
Microsoft’s Vice President of AI Platform, Marco Casalaina, expressed delight in Air India’s pioneering deployment of Maharaja and the utilization of Microsoft Azure OpenAI Service. He envisions this as the beginning of a new era in customer service, stating, “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.”
With these advancements, the future of air travel is here, and Air India is at the forefront, navigating the skies with innovation and customer-centric technology. Join Air India on WhatsApp for the latest updates and stay connected with the world of technology and aviation.
I have over 10 years of experience in the cryptocurrency industry and I have been on the list of the top authors on LinkedIn for the past 5 years. I have a wealth of knowledge to share with my readers, and my goal is to help them navigate the ever-changing world of cryptocurrencies.
