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Air India becomes world’s first airline to launch virtual AI agent called ‘Maharaja’



New Delhi: Air India has become the first airline in the world to successfully deploy a Genetic AI virtual agent ‘Maharaja’, the airline said in a statement on Friday. The agent is powered by Microsoft’s Azure OpenAI service.

The project was introduced into the testing phase in March 2023. Air India claims that Maharaja has answered over half a million customer inquiries and handles more than 6,000 inquiries per day in four languages: Hindi, English, French and German.

According to Air India, the pilot project which was introduced in the testing phase in March 2023 has answered over half a million customer inquiries and currently manages more than 6,000 inquiries per day in four languages.

The airline, owned by the Tata Group, is using ChatGPT to analyze even complex questions that it cannot answer immediately. This approach aims to improve the customer experience in subsequent interactions and helps the virtual agent to be more understanding of natural language.

What does Maharaja AI assistant do?

The virtual agent, called ‘Maharaja’, handles a wide range of customer inquiries across 1,300 areas. These include inquiries related to flight status, baggage allowances, packing restrictions, check-in procedures, frequent flyer awards, airport lounge access, flight changes, and refunds.

In particular, the agent speaks Hindi, English, French and German.

“Of the 6,000 plus questions received each day, more than 80 percent are successfully answered in seconds. About 15 percent of customer questions today require additional assistance, and Maharaja automatically recognizes this and sends a transfer seamless for Air India contact center agents,” the release said.

Satya Ramaswamy, Chief Digital and Technology Officer at Air India, said that following the emergence of AI generation capabilities led by Big Languages ​​Model, a decisive shift is being seen increasing in guest preferences to use chat interactions to provide the information and get the support they need quickly.

“We are committed to providing the best possible service and experience to our valued guests across channels. We also want to be highly responsive to their changing preferences. Following the advent of language-driven Big Genetic AI capabilities, we are seeing more decisive. change in guest preferences to use chat interactions to get the information and support they need quickly and directly compared to browsing a few web pages,” he said.

Air India plans to introduce more AI features

In the coming months, the airline plans to launch many sophisticated features, driven by patent-pending technologies. “This includes a new user experience that changes the way customers interact with AI agents with a combination of textual and graphical interactions that can further speed up customer interactions… Air India also plans to improve on the current AI agent with deep data-driven. – personalized capabilities,” the release said.

AI generation solutions used by Air India are critical in automating repetitive and mundane tasks like booking, cancellation and confirmation. This automation allows human agents to allocate their bandwidth to more complex and value-adding interactions. Air India, as a full-service carrier, is pursuing an ambitious expansion plan.

(With PTI inputs)

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