Air India’s new AI agent, Maharaja, is poised to revolutionise customer service in the airline industry. Maharaja is the world’s first airline-deployed AI agent, and it is powered by Microsoft’s Azure.
Maharaja can answer a wide range of customer queries in four languages: Hindi, English, French, and German. It can help customers with tasks such as generic, booking, baggage, cargo, special needs, flying returns, flights, check in, flight status, e-ticket, refund & cancellation and self-service re-accommodation.
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“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,” Dr Satya Ramaswamy, Chief Digital and Technology Officer, Air India told Times of India.
“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 organisations use the power of Generative AI and our AI-optimized Azure cloud to provide a seamless and efficient customer experience,” he added.
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