Air India Limited became the world’s first airline to have successfully deployed a generative AI virtual agent — called ‘Maharaja’ — powered by Azure OpenAI Services. This Maharaja has 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.
Of the 6,000-plus questions received each day, Maharaja successfully answered over 80 percent in seconds. For the remaining 15 percent of queries that require additional assistance, Maharaja automatically recognizes this and transfers the query to Air India’s contact center agents.
