Air India has achieved a significant milestone by introducing 'Maharaja,' the world's first airline to utilize a Generative AI virtual agent. Developed in collaboration with Microsoft's Azure OpenAI service, this pioneering project underwent testing in March 2023 and has since emerged as a trendsetter in customer service.
Maharaja, who is highly skilled in Hindi, English, French, and German, expertly manages a wide range of customer inquiries covering 1,300 different subjects. From questions about flight statuses and luggage allowances to check-in processes and rewards for frequent flyers, Maharaja promptly handles more than 80% of the 6,000 daily queries in a matter of seconds. For the remaining 15% that require more specialized assistance, the virtual agent smoothly redirects the inquiries to Air India's contact centre agents.
Satya Ramaswamy, the Chief Digital and Technology Officer at Air India, highlighted the airline's dedication to offering excellent service by adjusting to the changing preferences of our valued guests. The introduction of Large Language Model-driven Generative AI has led customers to lean towards chat interactions, enabling quick and direct access to information.
One significant benefit of Maharaja is its potential to reduce the need for human intervention in routine investigations. It automates tasks like booking, cancellation, and confirmation, which consequently enables human agents to concentrate on more complex and valuable interactions, ultimately enhancing overall efficiency.
Air India's approach incorporates a combination of conventional machine learning techniques and Generative AI, ensuring a well-balanced and efficient conversational AI system. In order to uphold integrity, the company has implemented protective measures to prevent any biased or harmful language from infiltrating the AI system.
Marco Casalaina, Vice President, AI Platform, Microsoft, commended Air India for their successful implementation of Maharaja, emphasizing the importance of Microsoft Azure OpenAI Service in providing a personalized and meaningful customer experience. This achievement heralds the start of a new age in customer service, leveraging the power of Generative AI and the AI-optimized Azure cloud to ensure a seamless and effective client journey.
In conclusion, Air India's Maharaja represents a significant change in customer service, embracing advanced technology to meet the changing preferences of its esteemed guests. This initiative highlights the airline's dedication to excellence and innovation in the aviation industry.
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