Air India has become the first airline to deploy a generative AI virtual agent named ‘Maharaja’, powered by Azure OpenAI service. Maharaja has answered over 500,000 customer queries and currently handles over 6,000 queries per day in multiple languages. The AI agent uses ChatGPT and traditional machine learning tools to improve its understanding. Air India plans to launch additional features and enhance the AI agent with deep-personalization capabilities and more Indian languages in the future.
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