Air India becomes world’s first airline to adopt AI virtual agent ‘Maharaja’

Domestic service Air India became the world’s first airline to successfully deploy a generative AI virtual agent called ‘Maharaja’. The Tata Sons-owned airline company launched a pilot of this AI-based agent in March 2023. The AI-based agent can answer 6,000 queries in four languages in a day.

Air India’s Maharaja AI agent, which is powered by Azure OpenAI service has already answered more than half a million customer queries since its pilot launch. This agent is trained to answer customer queries across 1,300 topics. This includes flight status, baggage allowances, flight changes, refunds, check-in, frequent flyer awards, airport lounge access, packing restrictions and more.

Air India’s Maharaja currently supports four languages — Hindi, English, French, and German.