Air India, in a recent announcement, claimed to be the first airline globally to successfully deploy a Generative AI virtual agent named ‘Maharaja,’ powered by Microsoft’s Azure OpenAI service.
The airline is now set to enhance the capabilities of this generative artificial intelligence virtual agent, which currently manages over 6,000 customer queries daily. Utilizing ChatGPT, the airline, owned by the Tata Group, aims to analyze intricate questions, improving its responsiveness and customer experience.
Maharaja’s Impressive Performance
Since its pilot launch in March 2023, Maharaja has effectively addressed over half a million customer queries and now handles queries in four languages. The virtual agent covers a broad spectrum of topics, spanning 1,300 areas, including flight status, baggage allowances, check-in, and more. It is proficient in Hindi, English, French, and German.
The release highlighted that Maharaja currently achieves an impressive 80% success rate in instantly resolving queries. For the remaining 15%, the virtual agent seamlessly transfers the interaction to Air India’s contact center agents.
Future Plans and Technological Innovations
Air India has ambitious plans for the future, intending to introduce advanced features driven by patent-pending technologies. These enhancements include a novel user experience combining textual and graphical interactions to potentially expedite customer interactions. Additionally, the airline aims to augment the AI agent with data-driven deep-personalization capabilities.
Satya Ramaswamy, Chief Digital and Technology Officer at Air India, noted a discernible shift in guest preferences towards chat interactions for quick information and support, driven by the capabilities of Large Language Model-driven generative AI.
Automation Benefits and Strategic Expansion
Emphasizing the role of generative AI solutions, Air India highlighted their ability to automate routine tasks, such as booking and cancellation, allowing human agents to focus on more intricate and value-added interactions.
As part of its broader strategy, the airline is actively pursuing an ambitious expansion plan.