Air India is making exceptional strides in technological advancement by becoming the first airline in the world to implement a Generative AI virtual. Known as Maharaja, the virtual assistant is powered by the Azure OpenAI service developed by Microsoft. This revolutionary project was introduced in March 2023 for the testing phase, and since then, this impressive AI agent is managing to respond to over half a million customer queries in four different languages, namely, Hindi, English, French, and German. Hence, with its ability to handle more than 6,000 queries per day, Maharaja is a tremendous success. Thus, the AI-based chatbot’s deployment is streamlining the process for customers, reducing the need for human intervention for basic queries.

Furthermore, Air India’s Maharaja is demonstrating exceptional prowess in responding to customer queries. Over 80% of the questions received each day are competently answered by the AI agent in just seconds. For the remaining 15 percent of queries, that require additional attention, Air India identifies the request’s complexity and automatically transfers the query to Air India’s contact center agents for further assistance. Air India is providing a more efficient and personalized customer experience.