In a recent statement, Air India claimed to be the first airline in the world to effectively deploy 'Maharaja,' a Generative AI virtual agent powered by Microsoft's Azure OpenAI service. The airline is now planning to expand the capabilities of this generative artificial intelligence virtual assistant, which already handles more than 6,000 consumer requests every day. Using ChatGPT, the Tata Group-owned airline hopes to analyze complex questions, boosting responsiveness and customer experience.
Maharaja's Outstanding Performance
Maharaja has efficiently answered over 500,000 client queries since its experimental debut in March 2023 and now handles queries in four languages. The virtual agent covers a wide range of issues, including flight status, baggage allowances, check-in, and more. It speaks Hindi, English, French, and German.
According to the announcement, Maharaja presently has an amazing 80% success rate in promptly resolving requests. The remaining 15% of interactions are effortlessly transferred to Air India's contact center agents via the virtual agent.
Plans for the Future and Technological Innovations
Air India has big ambitions for the future, including the introduction of innovative features powered by patent-pending technology. Among these improvements is a unique user experience that combines textual and graphical interactions to potentially speed up client engagements. Furthermore, the airline intends to enhance the AI agent with data-driven deep-personalization skills.
Satya Ramaswamy, Air India's Chief Digital and Technology Officer, observed a clear movement in passenger preferences towards chat engagements for quick information and help, which he attributes to the capabilities of Large Language Model-driven generative AI.
Advantages of Automation and Strategic Expansion
Air India emphasized the usefulness of generative AI solutions in automating basic processes such as booking and cancellation, letting human agents to focus on more sophisticated and value-added interactions.