Air India’s New AI Assistant Takes Passenger Experience to New Heights

Air India is one of the best airlines in the world; it updates its fleet regularly and uses the latest technologies to enhance the passenger experience. It is continuously improving its in-flight amenities and adding new planes to its fleet. Air India has also become the first airline in the world to provide Maharaja, a virtual artificial intelligence agent. Continue reading to find out how Air India’s new AI Assistant takes passenger experience to new heights. Additionally, make sure to check out Tripbeam to book cheap flight tickets to India from Canada.

Air India is improving the quality of service it offers its clients by implementing a Generative AI virtual assistant. “Maharaja,” the virtual agent, answers questions from passengers. Maharaja uses the popular ChatGPT to provide a personalised traveller experience. This enhances passenger pleasure and experience while reducing the need for human intervention. Since its trial launch in March 2023, Maharaja has satisfactorily responded to over half a million passenger inquiries, and it presently handles over 6,000 queries each day. Let’s discuss it briefly.

What are the Functionalities of the Maharaja AI Assistant?

Maharaja, the native AI assistant, answers a broad variety of customer inquiries on 1,300 topics, such as flight status, baggage policies, packing advice, check-in processes, frequent flyer rewards, airport lounge access, itinerary modifications, and refund information. It also speaks four more languages: Hindi, English, French, and German. Maharaja uses the popular ChatGPT to provide a personalised traveler experience. After understanding the purpose and context of the inquiry, it generates a rational and organic response.

Maharaja responds to more than 80% of the daily 6,000 requests in just a few seconds. When Maharaja notices that 15% of the queries are still difficult and calls for more specialised assistance, it cleverly directs them to Air India’s contact centre agents. Since its trial launch in March 2023, Maharaja has satisfactorily responded to over half a million passenger inquiries, and it presently handles over 6,000 queries each day.

The AI assistant at Air India skillfully combines generative AI with traditional machine learning techniques to deliver a better customer experience. Air India’s virtual AI assistant not only eliminates the need for human interaction for common customer inquiries but also shows the airline’s dedication to staying abreast of evolving technologies. Traveling will soon be effortless as airports and airlines use blockchain, metaverse, and artificial intelligence to provide the greatest experience for customers.

Maharaja Answers in 80 Seconds

Air India claims that just 15% of questions require forwarding to “human” Air India contact centre staff. Maharaja, on the other hand, answers most queries within eighty seconds. Maharaja was introduced as a hoax to reduce the volume of standard questions that the airline’s customer centre gets. The goal is to increase the capacity available to Air India agents so they can focus on more complex itineraries and have more meaningful interactions with customers.

The Seamless Integration of AI & Human Touch

Maharaja is not only artificial intelligence; he will be a co-pilot for airline customer service in the future. While it responds to a significant portion of queries automatically, it forwards the remainder that require human assistance to Air India’s contact centre agents. This blend of human knowledge and the best AI innovation delivers a comprehensive customer service experience. Furthermore, be sure to check out Tripbeam to book flights to India from Saskatoon.

Future Plans

Air India plans to roll out other sophisticated features in the next few months.

This features a unique user interface that modifies how travelers communicate with AI agents using a mix of graphical and textual interactions, which may expedite traveler interactions even further.

Additionally, Air India intends to improve the present AI agent by adding data-driven deep personalization features, such as easy booking processes and vacation inspiration.

There are also plans to support additional Indian languages as well.

A New Chapter Unfolds for Air India

It goes without saying that Air India wants to position itself as a top international carrier in light of TATA’s engagement. By March, the airline will be adding more than 400 weekly departures thanks to an incredible order for more than 500 aircraft that was confirmed earlier this year. Half are going to well-known foreign locations, and 200 are going to domestic services.

The airline’s improved customer service-focused operations will be further strengthened by investing in cutting-edge, generative AI technology. The Star Alliance member’s future looks bright.

Integration of AI Models by Fellow Airlines

Capitalising on the triumph of ‘Maharaja,’ more airlines and transportation providers could transform clientele encounters through the implementation of artificial intelligence models. Similar technology could be used to increase productivity and provide quick answers to a range of client questions.

AI integration would improve overall service quality and expedite operations, creating a new benchmark for the transportation sector. AI-driven technologies have enormous potential for the future and promise a sophisticated and seamless customer-centric approach across travel-related businesses. Additionally, make sure to visit Tripbeam.com, the best online travel website to book cheap flights from USA to India.

Also Read: How Technology is Reshaping the Landscape of the Travel Industry?