Air India has successfully deployed the generative AI virtual assistant 'Maharaja', becoming the first airline in the world to adopt this technology. 'Maharaja' manages a wide range of customer queries across 1,300 domains, including flight status and baggage allowances. It processes over 6,000 queries daily, successfully answering more than 80% of questions, thereby enhancing customer service efficiency. The new AI chatbot will reduce manual intervention, allowing human agents to handle more complex interactions.
