Air India's AI Revolution: Introducing the Maharaja Agent, Powered by Microsoft Azure

Air India is set to redefine the airline customer service paradigm with its cutting-edge AI agent, codenamed 'Maharaja'. Developed as the first AI solution of its kind to be deployed by an airline, Maharaja is innovatively leveraging Microsoft's Azure cloud platform to deliver an unrivaled service experience to passengers. With the international prowess of Microsoft Corporation, known for flagship products like Windows operating systems, the Office suite, and Xbox consoles, the AI agent Maharaja is promising to advance the airline's customer interactions to new heights.

Multilingual Customer Support Reinvented

Capable of fluent interaction in Hindi, English, French, and German, Maharaja is designed to handle a broad spectrum of customer service inquiries. It aids with various tasks such as bookings, baggage queries, cargo information, special needs services, loyalty programs, flight check-ins, and real-time flight status updates, along with assistance regarding e-tickets, refunds, cancellations, and facilitating self-service re-accommodation. This technological leap, powered by MSFT, is reflection of Air India's commitment to creating seamless experiences for its global clientele.

Industry-leading Innovation on the Digital Frontier

Dr. Satya Ramaswamy, Air India's Chief Digital and Technology Officer, spoke about the commitment to elevating customer service through AI. The evolution of generative AI, fuelled by substantial language models, indicates a preference shift among users towards engaging through chat rather than navigating through web pages. This aligns with the organization's mission to adapt to customer preferences promptly and proficiently.

Microsoft, the powerhouse behind Maharaja's AI engine, expressed excitement for Air India's deployment of the Azure OpenAI Service. The company envisions this as the dawn of a new chapter in customer service, showcasing the transformative potential of Generative AI and Azure's cloud capabilities to redefine the efficiency and customization of customer interactions.

AI, AirIndia, Microsoft