Air India deploys airline industry’s first Generative AI virtual agent

Air India, India’s leading global airline, has become the world’s first airline to have successfully deployed a Generative AI virtual agent, called ‘Maharaja’, powered by Azure OpenAI service.

The Generative AI virtual agent 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.

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.

Marco Casalaina, Vice President, AI Platform, Microsoft said, “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,” Marco Casalaina added.

Air India also plans to enhance the current AI agent with data-driven deep personalisation capabilities that will elevate the technology to that of a reliable personal assistant for all air travel needs.

The capabilities of the AI agent will include travel inspiration and effortless booking experiences.

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