Air India successfully deploys airline industry’s first Generative AI virtual agent

Air India successfully deploys airline industry’s first Generative AI virtual agent


The submit Air India successfully deploys airline industry’s first Generative AI virtual agent appeared first on TD (Journey Day by day Media) Brand TD.

Air India, India’s main international airline, has turn out to be the world’s first airline to have efficiently deployed a Generative AI digital agent, referred to as ‘Maharaja’, powered by Azure OpenAI service. It has efficiently answered over half 1,000,000 buyer queries since its pilot launch in March 2023, and it immediately manages over 6,000 queries a day in 4 languages.

Air India’s Maharaja AI Agent manages an intensive spectrum of buyer queries throughout 1,300 areas associated to flight standing, baggage allowances, packing restrictions, check-in, frequent flyer awards, airport lounge entry, flight adjustments, refunds and extra.

To satisfy the wants of company world wide, Maharaja speaks 4 languages: Hindi, English, French, and German. Of the 6,000-plus questions acquired every day, over 80% are efficiently answered in seconds. About 15% of buyer queries immediately require further help, and Maharaja recognises this mechanically and orchestrates a seamless handoff to Air India’s contact centre brokers.

Dr. Satya Ramaswamy, Chief Digital and Know-how Officer, Air India, mentioned: “We’re devoted to offering the absolute best service and expertise to our valued company throughout channels. We additionally wish to be very aware of their altering preferences. After the emergence of Giant Language Mannequin pushed Generative AI capabilities, we’re more and more seeing a definitive shift in visitor preferences to make use of chat interactions to get the data and help they want rapidly and immediately as in comparison with shopping a number of net pages.”

“Now we have used a number of patent-pending improvements in our AI agent Maharaja with a mix of conventional machine studying methods and the most recent in Generative AI to supply a satisfying and efficient expertise for our clients. Many extra improvements are within the pipeline and will likely be made dwell within the months to come back.”

“We’re happy to see Air India’s profitable deployment of their AI-powered agent, Maharaja, and using Microsoft Azure OpenAI Service to supply a customized and related buyer expertise. We imagine that that is the start of a brand new period of customer support, and we sit up for seeing extra organizations use the facility of Generative AI and our AI-optimized Azure cloud to supply a seamless and environment friendly buyer expertise,” mentioned Marco Casalaina,
Vice President, AI Platform, Microsoft.

Leveraging the generative AI expertise to the complete extent, Air India makes use of ChatGPT to analyse even some advanced questions it might not be capable to instantly reply to enhance buyer expertise in later interactions. This has allowed Air India’s latest customer support channel to progressively study and enhance, changing into extra attuned to pure language. Air India has employed a technique that includes mixing of a number of conventional machine studying methods alongside Generative AI to supply a compelling consumer-grade expertise. Air India has additionally established safeguards to stop biased or dangerous language from infiltrating its conversational AI system.

In contrast to rule-based or keyword-based chatbots, Generative AI options perceive the intent and context of a person’s question and generate a pure and coherent reply. This enhances person expertise and satisfaction, whereas lowering the necessity for human intervention. It additionally helps to automate repetitive and mundane duties, resembling reserving, cancellation, affirmation, and so forth., and unlock bandwidth for human brokers to concentrate on extra advanced and value-adding interactions.

Within the coming months, Air India plans to launch a number of subtle options, pushed by patent-pending applied sciences. This features a novel person expertise that adjustments the way in which clients work together with AI brokers with a mix of textual and graphical interactions that may probably additional velocity up buyer interactions. A few of these improvements have been incubated for greater than 2 years. Air India additionally plans to boost the present AI agent with data-driven deep-personalisation capabilities that can elevate the expertise to that of a dependable private assistant for all air journey wants. The capabilities of the AI agent will embody journey inspiration and easy reserving experiences. Help for extra Indian languages can also be within the works.




The submit Air India successfully deploys airline industry’s first Generative AI virtual agent appeared first on Brand TD.

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