Air India bets on generative AI, to introduce more AI features to address customer queries
In a release on Friday, Air India said it has become the world's first airline to have successfully deployed a Generative AI virtual agent '
The agent has successfully answered over half a million customer queries since its pilot launch in March 2023, and today manages over 6,000 queries a day in four languages, the release said.
According to the airline, 'Maharaja' manages an extensive spectrum of customer queries across 1,300 areas, including those related to flight status, baggage allowances, packing restrictions, check-in, frequent flyer awards, airport lounge access, flight changes and refunds.
The agent speaks Hindi, English, French, and German.
"Of the 6,000-plus questions received each day, over 80 per cent are successfully answered in seconds. About 15 per cent of customer queries today require additional assistance, and Maharaja recognises this automatically and orchestrates a seamless handoff to Air India's contact centre agents," the release said.
In the coming months, the airline plans to launch a host of sophisticated features, driven by patent-pending technologies.
"This includes a novel user experience that changes the way customers interact with AI agents with a combination of textual and graphical interactions that can potentially further speed up customer interactions... Air India also plans to enhance the current AI agent with data-driven deep-personalisation capabilities," the release said.
Satya Ramaswamy, Chief Digital and Technology Officer at Air India, said that after the emergence of Large Language Model driven generative AI capabilities, it is increasingly seeing a definitive shift in guest preferences to use chat interactions to get the information and support they need quickly.
Air India also said that generative AI solutions help automate repetitive and mundane tasks such as booking, cancellation and confirmation, and free up bandwidth for human agents to focus on more complex and value-adding interactions.
AdvertisementThe full service carrier has embarked on an ambitious expansion plan.
Ex-Apple employees launch AI-Pin, a wearable which wants to replace your smartphone
Protean eGov Technologies IPO allotment – how to check allotment, GMP, listing date and more
Multilingual global office calls might soon become easier with AI Live Translate Call
Popular on BI
- Nifty scales Mount 21,000 as RBI hikes growth forecast
- RBI expects India’s GDP to grow at 7% in FY24; keeps repo rate unchanged
- Exploring the majestic rivers of India: A glimpse into nature's lifelines
- Augmented Reality Applications
- Carb creativity: Delicious ways to embrace healthy carbohydrates