Air India becomes world's first airline to launch virtual AI agent named 'Maharaja'
Maharaja, the AI assistant, handles diverse customer inquiries spanning 1,300 topics, such as flight status, baggage rules, packing guidelines, check-in processes and refund information.
Highlights
- Air India becomes the world's first airline to unveil a virtual AI agent named Maharaja
- Maharaja AI will assist with flight status updates, refunds, check-in processes, packing limits etc
- Maharaja answered more than 80% of the questions in a few seconds out of the daily 6,000-plus questions
Air India, one of the top-notch airlines, has set a new milestone in the aviation industry by introducing 'Maharaja,' the world's first AI virtual agent. Developed by Tata Sons-owned Air India, Maharaja is not just your regular digital assistant; it's a high-tech innovation designed to transform the customer service experience.
This AI-powered agent goes beyond the typical digital assistant; it can efficiently manage an impressive 6,000 queries daily, spanning four languages. Utilising the Azure OpenAI service, 'Maharaja' has showcased its outstanding abilities, successfully addressing over half a million customer inquiries.
What does the AI assistant Maharaja do?
Maharaja, the native AI assistant, handles diverse customer inquiries spanning 1,300 topics, such as flight status, baggage rules, packing guidelines, check-in processes, frequent flyer rewards, airport lounge privileges, flight modifications, and refund information.
Out of the daily influx of 6,000-plus questions, Maharaja impressively resolves over 80 percent within seconds. Recognising the complexity of the remaining 15 percent of queries that need more personalised assistance, Maharaja intuitively redirects them to Air India's contact centre agents.
The perfect blend of AI & human touch
Maharaja is more than just AI; it's a co-pilot in the future of airline customer service. While it autonomously handles a significant portion of queries, it seamlessly transfers the remaining ones that require a human touch to Air India's contact centre agents. This combination ensures a well-rounded customer service experience, marrying the best of AI innovation with human expertise.
Following the AI trend
Satya Ramaswamy, Air India's Chief Digital & Technology Officer expressed the desire to promptly adjust to evolving preferences. He said that there is a noticeable change in the way visitors prefer engaging in chat conversations instead of navigating through multiple web pages to swiftly and directly access the information and assistance they seek, especially following the integration of generative AI capabilities powered by large language models.
"We are committed to providing our valued passengers with the best possible service and experience across channels."
Adoption of AI models by other airlines
Embracing the success of 'Maharaja,' other airlines and transport services could revolutionise customer experiences by adopting AI models. Implementing similar technologies could enhance efficiency, providing swift responses to diverse customer queries.
The integration of AI would not only streamline operations but also elevate the overall service quality, setting a new standard for the transportation industry. The future holds immense potential for AI-driven innovations, promising a seamless and advanced customer-centric approach across various travel services.
