In a groundbreaking move, Air India has pioneered the aviation industry by introducing ‘Maharaja,’ the world’s first Generative AI virtual agent. Powered by Microsoft Azure OpenAI service, Maharaja has redefined customer interactions, handling over 500,000 queries since its launch in March 2023.
Air India has taken a giant leap in the realm of customer service innovation with the introduction of ‘Maharaja,’ an AI virtual agent that marks a historic achievement for the aviation industry. Launched in March 2023 and powered by Microsoft Azure OpenAI service, Maharaja has not only efficiently handled over 500,000 customer queries but has also emerged as the first-ever Generative AI virtual agent globally.
Capable of managing more than 6,000 daily inquiries in multiple languages, including Hindi, English, French, and German, Maharaja has become a pivotal player in enhancing Air India’s customer service landscape. The AI agent seamlessly navigates through 1,300 topics, addressing queries related to flight information, baggage policies, check-in procedures, and more.
One of Maharaja’s standout features is its proficiency in understanding and responding to queries in natural language, covering a broad spectrum of topics. Unlike traditional chatbots that rely on predefined rules or keywords, this Generative AI solution analyzes the intention and context of user queries, generating natural and logical responses. This not only improves user satisfaction but also reduces the need for human intervention in routine tasks such as booking, cancellation, and confirmation.
Air India’s approach to integrating generative AI technology goes beyond the conventional, combining various machine learning techniques to create a robust and engaging customer experience. The airline’s commitment to preventing biased or harmful language within its conversational AI system highlights its dedication to responsible AI usage.
With the success of Maharaja, Air India is poised for even greater strides in the coming months. The airline plans to introduce cutting-edge features, driven by patent-pending technologies, that promise to revolutionize user experiences with AI agents. These innovations include a comprehensive personalization upgrade, turning the AI agent into a reliable personal assistant that caters to a traveler’s every need.
After meticulous nurturing for over two years, these advancements aim to provide deep personalization capabilities, offering travel inspiration and a seamless booking experience. Air India’s dedication extends to incorporating support for Indian languages, ensuring a more inclusive and accessible experience for a diverse range of customers.
In essence, Air India’s Maharaja signifies a paradigm shift in how customers interact with airlines. By leveraging generative AI technology, the airline not only enhances the efficiency of customer service but also sets the stage for a new era in personalized and automated air travel assistance.
