Maharaja can handle more than 6,000 consumer inquiries per day in four languages—Hindi, English, French, and German—by using Microsoft’s Azure OpenAI service.
The virtual agent has successfully answered more than half a million client inquiries since its original debut in March 2023, and it is still improving its natural language comprehension abilities. In the near future, more AI functions will be released.
Future cutting-edge features and innovations
Air India plans to launch a number of cutting-edge features powered by patent-pending technologies in the coming months.
Among these innovations is a novel user interface that combines graphical and textual interactions, which could expedite customer interactions even more.
In order to improve the passenger experience, the airline, which is owned by the Tata Group, also intends to add data-driven deep personalization features to Maharaja, its current AI assistant.
The impact of generative AI on customer support at Air India
Chief Digital and Technology Officer of Air India Satya Ramaswamy stated that guests’ preferences for chat interactions for quick information and help have significantly changed as a result of generative AI capabilities driven by large language models.
By automating repetitive processes like booking, cancellation, and confirmation, generative AI tools free up human agents to focus on more complex interactions.
Air India will continue to use artificial intelligence (AI) technology as part of its aggressive growth plan to improve customer service.