Air India successfully deploys airline industry’s first Generative AI virtual agent
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Air India, India’s main international airline, has grow 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 one million buyer queries since its pilot launch in March 2023, and it as we speak 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 visitors around the globe, 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 as we speak require extra help, and Maharaja recognises this routinely and orchestrates a seamless handoff to Air India’s contact centre brokers.
Dr. Satya Ramaswamy, Chief Digital and Know-how Officer, Air India, stated: “We’re devoted to offering the very best service and expertise to our valued visitors throughout channels. We additionally need 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 straight as in comparison with searching a number of net pages.”
“We now have used a number of patent-pending improvements in our AI agent Maharaja with a mixture of conventional machine studying methods and the newest in Generative AI to supply a lovely and efficient expertise for our clients. Many extra improvements are within the pipeline and will likely be made stay 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 look ahead to seeing extra organizations use the facility of Generative AI and our AI-optimized Azure cloud to supply a seamless and environment friendly buyer expertise,” stated Marco Casalaina,
Vice President, AI Platform, Microsoft.
Leveraging the generative AI know-how to the complete extent, Air India makes use of ChatGPT to analyse even some advanced questions it might not have the ability 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, turning into extra attuned to pure language. Air India has employed a method that entails 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.
Not like 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 decreasing the necessity for human intervention. It additionally helps to automate repetitive and mundane duties, equivalent to reserving, cancellation, affirmation, and so on., and unlock bandwidth for human brokers to deal with 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 mixture of textual and graphical interactions that may probably additional pace 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 may elevate the know-how to that of a dependable private assistant for all air journey wants. The capabilities of the AI agent will embrace journey inspiration and easy reserving experiences. Assist for extra Indian languages can also be within the works.
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