Graphic: AI image courtesy Freepik
November 18, 2023: Air India under Tata management has committed $ 200 million for its project Vihaan.AI, a 5-year plan to put Air India on a path to sustained growth, profitability and market leadership.  It has set up tech teams   in Kochi and Gurugram – and in Silicon Valley, USA – to deliver this AI-fuelled vision.
Air India has also  become the world's first airline to successfully deploy a Generative AI virtual agent called ‘Maharaja’, powered by Azure OpenAI service.
It has successfully answered over half a million customer queries since its pilot launch in March 2023, and it today manages over 6,000 queries a day in four languages
Air India’s Maharaja AI Agent manages customer queries across 1,300 areas related to flight status, baggage allowances, packing restrictions, check-in, frequent flyer awards, airport lounge access, flight changes, refunds, and more. It is available in four languages: Hindi, English, French, and German.
Air India also plans to enhance the current AI agent with data-driven deep-personalization capabilities that will elevate the technology to that of a reliable personal assistant for all air travel needs. The capabilities of the AI agent will include travel inspiration and effortless booking experiences.