Air India launches virtual AI agent called 'Maharaja'
Air India has become the world's first airline to successfully deploy a Generative AI virtual agent. This agent, named 'Maharaja', is powered by Microsoft's Azure OpenAI service. The project was introduced in the testing phase in March 2023.
Air India claims that Maharaja has answered over half a million customer queries and currently handles more than 6,000 queries per day in four languages - Hindi, English, French, and German.
Maharaja manages a wide range of customer queries across 1,300 areas, including flight status, baggage allowances, packing restrictions, check-in procedures, frequent flyer awards, airport lounge access, flight changes, and refunds.
Of the 6,000-plus questions received each day, Maharaja successfully answered over 80 per cent in seconds. For the remaining 15 per cent of queries that require additional assistance, Maharaja automatically recognizes this and transfers the query to Air India's contact center agents.
Maharaja is a significant step forward for Air India, and it is a sign of the company's commitment to providing excellent customer service. Maharaja is a powerful tool that can help Air India to improve its customer service and provide a more convenient experience for its customers.
See What’s Next in Tech With the Fast Forward Newsletter
Tweets From @varindiamag
Nothing to see here - yet
When they Tweet, their Tweets will show up here.
