Maharaja has adeptly handled over 500,000 customer queries

AI agent efficiently addresses more than 6,000 daily inquiries

Maharaja promptly resolves over 80 percent of daily queries

Air India has achieved a milestone by unveiling ‘Maharaja,’ the world’s first Generative AI virtual agent. Launched in March 2023 and powered by Microsoft Azure OpenAI service, Maharaja has adeptly handled over 500,000 customer queries.

Fluent in Hindi, English, French, and German, the AI agent efficiently addresses more than 6,000 daily inquiries, covering 1,300 topics such as flight information, baggage policies, and check-in procedures.

Boasting proficiency in four languages, Maharaja promptly resolves over 80 percent of daily queries, seamlessly redirecting the remaining 15 percent to Air India’s contact center for additional support.

Leveraging generative AI technology, specifically ChatGPT, the airline enhances its customer experience by analyzing intricate inquiries. This approach enables the AI agent to learn and adapt to the nuances of natural language, continually improving its capabilities.

After two years of nurturing, Air India’s groundbreaking innovations aim to further enhance the AI agent by incorporating data-driven deep-personalization capabilities.

The goal is to transform Maharaja into a dependable personal assistant, catering to all air travel requirements and providing an unparalleled level of service.