Air India recently successfully deployed a generativeAI Robots, marking a new breakthrough in aviation services. Powered by Microsoft’s Azure OpenAI service, the project entered the testing phase in March 2023, becoming the first company in the world to successfully launch this technology.airline.
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Maharaja has not only successfully answered over 500,000 customer queries, but also handles over 6,000 queries every day in four languages: Hindi, English, French and German. This AI agent manages a wide range of customer queries in 1,300 areas including flight status, baggage allowance, packing restrictions, check-in, frequent flyer rewards, airport lounge access, flight changes and refunds, etc.
Of the more than 6,000 questions received every day, "Maharaja" successfully answered more than 80% questions, demonstrating its efficient service capabilities. For the remaining 15% queries that required additional help, "Maharaja" was able to automatically transfer them to Air India's customer service center agents for processing, achieving a seamless connection between artificial intelligence and manual services.
Satya Ramaswamy, Chief Digital and Technology Officer, Air India, said: “After the emergence of generative AI capabilities driven by large language models, it became increasingly clear that customers preferred to use chat interactions to get information and support quickly and directly, rather than navigating through multiple web pages.”
This new AI-based chatbot not only reduces the need for human intervention, but also automates repetitive and monotonous tasks such as booking, cancellation, confirmation, etc. The company said that this new service will free up more bandwidth for human agents to focus on more complex and valuable interactions.
Air India uses a strategy that combines a variety of traditional machine learning techniques with generative AI. The company also reportedly built in safeguards to prevent bias or harmful language from seeping into its conversational AI systems.
Marco Casalaina, Vice President of Microsoft AI Platform, expressed satisfaction with the successful deployment of AI agent "Maharaja" in Air India and using Microsoft Azure OpenAI services to provide personalized and relevant customer experience. He said: "We believe this is the beginning of a new era in customer service, and we look forward to seeing more organizations leverage the power of generative AI and our AI-optimized Azure cloud to provide seamless and efficient customer experiences."