Air India, the first airlines company has successfully deployed first generative AI virtual agent called ‘Maharaja’, powered by Azure Open AI service.
About ‘Maharaja’ the officials said, he speaks four languages Hindi, English, French, and German. Of the 6,000-plus questions received each day, over 80% are successfully answered in seconds. About 15% of customer queries today require additional assistance, and Maharaja recognizes this automatically and orchestrates a seamless handoff to Air India’s contact centre agents.
Also Dr. Satya Ramaswamy, Chief Digital and Technology Officer, Air India, said, “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.”
