NEW DELHI: Air India on Friday said it has become the world’s first airline to have successfully deployed a generative AI virtual agent — called ‘Maharaja’ — powered by Azure OpenAI service. This Maharajahas answered over 5 lakh customer queries since its pilot launch in March 2023, and currently manages over 6,000 queries a day in Hindi, English, French and German.
‘Maharaja’ manages an extensive spectrum of customer queries across 1,300 areas like flight status, baggage allowances, packing restrictions, check-in, frequent flyer awards, airport lounge access, flight changes and refunds.
AI says using ChatGPT to analyse even some complex questions has allowed this new customer service channel to progressively learn and improve, becoming more attuned to natural language.
