Air India successfully deploys airline industry’s first Generative AI virtual agent
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Air India, India’s main world airline, has grow to be the world’s first airline to have successfully deployed a Generative AI virtual agent, known as ‘Maharaja’, powered by Azure OpenAI service. It has successfully answered over half 1,000,000 buyer queries since its pilot launch in March 2023, and it immediately manages over 6,000 queries a day in 4 languages.
Air India’s Maharaja AI Agent manages an intensive spectrum of buyer queries throughout 1,300 areas associated to flight standing, baggage allowances, packing restrictions, check-in, frequent flyer awards, airport lounge entry, flight modifications, refunds and extra.
To meet the wants of friends all over the world, Maharaja speaks 4 languages: Hindi, English, French, and German. Of the 6,000-plus questions acquired every day, over 80% are successfully answered in seconds. About 15% of buyer queries immediately require extra help, and Maharaja recognises this robotically and orchestrates a seamless handoff to Air India’s contact centre brokers.
Dr. Satya Ramaswamy, Chief Digital and Technology Officer, Air India, mentioned: “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.”
“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,” mentioned Marco Casalaina,
Vice President, AI Platform, Microsoft.
Leveraging the generative AI expertise to the total extent, Air India makes use of ChatGPT to analyse even some advanced questions it could not be capable of instantly reply to enhance buyer expertise in later interactions. This has allowed Air India’s latest customer support channel to progressively study and enhance, turning into extra attuned to pure language. Air India has employed a method that includes mixing of a number of conventional machine studying methods alongside Generative AI to offer a compelling consumer-grade expertise. Air India has additionally established safeguards to forestall biased or dangerous language from infiltrating its conversational AI system.
Unlike rule-based or keyword-based chatbots, Generative AI options perceive the intent and context of a person’s question and generate a pure and coherent reply. This enhances person expertise and satisfaction, whereas lowering the necessity for human intervention. It additionally helps to automate repetitive and mundane duties, equivalent to reserving, cancellation, affirmation, and many others., and unlock bandwidth for human brokers to give attention to extra advanced and value-adding interactions.
In the approaching months, Air India plans to launch a bunch of subtle options, pushed by patent-pending applied sciences. This features a novel person expertise that modifications the way in which clients work together with AI brokers with a mixture of textual and graphical interactions that may probably additional pace up buyer interactions. Some of those improvements have been incubated for greater than 2 years. Air India additionally plans to reinforce the present AI agent with data-driven deep-personalisation capabilities that can elevate the expertise to that of a dependable private assistant for all air journey wants. The capabilities of the AI agent will embrace journey inspiration and easy reserving experiences. Support for extra Indian languages can also be within the works.
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