Connect with us

Aerospace

What types of customer queries does the Air India Maharaja AI Agent manage?

– Successfully handles more than 6,000 queries per day currently, in Hindi, English,
French, and German

Air India gets aircraft-cleaning robot at Delhi Airport

Air India, a leading global airline based in India, has achieved a significant milestone by becoming the world’s first airline to deploy a cutting-edge Generative AI virtual agent named ‘Maharaja.’ This innovative virtual agent is powered by the Azure OpenAI service from Microsoft.

Since its initial launch in March 2023, ‘Maharaja’ has successfully responded to over 500,000 customer queries and currently handles more than 6,000 queries daily in four languages, including Hindi, English, French, and German.

Advertisement

The Maharaja AI Agent serves a broad spectrum of customer queries, encompassing 1,300 different areas, such as flight status, baggage allowances, packing guidelines, check-in procedures, frequent flyer rewards, airport lounge access, flight changes, refunds, and more.

Over 80% of the daily queries are resolved in a matter of seconds

To cater to a diverse global audience, Maharaja has been designed to communicate in four languages, ensuring seamless interactions. Impressively, over 80% of the daily queries are resolved in a matter of seconds, while approximately 15% of customer queries necessitate additional assistance. ‘Maharaja’ automatically identifies these cases and smoothly transitions them to Air India’s contact center agents.

Advertisement

Dr. Satya Ramaswamy, Chief Digital and Technology Officer at Air India, emphasized their commitment to providing an exceptional service experience across various customer touchpoints.

He pointed out a notable shift in customer preferences towards chat interactions powered by Large Language Models, which offer swift and direct access to information and support, as compared to navigating through web pages.

Advertisement

In developing ‘Maharaja,’ Air India has incorporated several patent-pending innovations, combining traditional machine learning techniques with the latest Generative AI to offer a satisfying and effective customer experience. The airline has additional innovations in the pipeline, promising further enhancements in the months ahead.

Generative AI technology by utilizing ChatGPT

Marco Casalaina, Vice President of AI Platform at Microsoft, expressed satisfaction with Air India’s successful deployment of ‘Maharaja’ and praised the use of Microsoft Azure OpenAI Service to provide personalized and relevant customer experiences. He anticipates a new era in customer service, where organizations harness the potential of Generative AI and AI-optimized Azure cloud to deliver efficient and seamless customer experiences.

Advertisement

Air India maximizes Generative AI technology by utilizing ChatGPT to analyze complex queries that it may not immediately address. This data-driven approach allows the virtual agent to learn and improve over time, becoming more adept at natural language understanding.

Air India adopts a strategy that combines traditional machine learning techniques with Generative AI to deliver a compelling customer experience, all while implementing safeguards to prevent biased or harmful language in its AI interactions.

Advertisement

Air India has ambitious plans for the future

In contrast to rule-based or keyword-based chatbots, Generative AI solutions comprehend the intent and context of user queries, generating natural and coherent responses. This enhances user satisfaction, reduces the need for human intervention, and automates repetitive tasks, freeing human agents to focus on more complex interactions.

Air India has ambitious plans for the future, with a host of sophisticated features and personalized experiences driven by patent-pending technologies, including textual and graphical interactions that aim to expedite customer interactions.

Advertisement

Additionally, Air India plans to enhance the AI agent’s personalization capabilities to serve as a reliable personal assistant for all air travel needs, including travel inspiration and seamless booking experiences. Support for more Indian languages is also on the horizon.”

Advertisement

He is an aviation journalist and the founder of Jetline Marvel. Dawal gained a comprehensive understanding of the commercial aviation industry.  He has worked in a range of roles for more than 9 years in the aviation and aerospace industry. He has written more than 1700 articles in the aerospace industry. When he was 19 years old, he received a national award for his general innovations and holds the patent. He completed two postgraduate degrees simultaneously, one in Aerospace and the other in Management. Additionally, he authored nearly six textbooks on aviation and aerospace tailored for students in various educational institutions. jetlinem4(at)gmail.com

Advertisement

Aerospace

Indigo will soon launch Air Taxi Service in India

Indigo will soon launch Air Taxi Service in India
Image:Archer Aviation

InterGlobe Enterprises, the parent brand of IndiGo, is set to revolutionize travel in India with its upcoming air taxi service.

Scheduled for a potential launch in 2026, this innovative venture promises a seamless journey for passengers between two bustling hubs. Delhi and Gurgaon in Haryana. The forthcoming service is projected to revolutionize the daily commute, offering passengers a swift aerial journey covering the distance in a mere 7 minutes.

Advertisement

This remarkable efficiency contrasts starkly with the conventional 90-minute drive, underscoring the immense time-saving potential for commuters. The anticipated fare, ranging from Rs 2,000-3,000, makes this innovative mode of transport not only swift but also remarkably competitive in pricing.

At the heart of this ambitious endeavor lies a strategic partnership with Archer Aviation, a pioneer in electric vertical takeoff and landing (eVTOL) aircraft technology. Under this collaboration, Archer will supply 200 state-of-the-art eVTOL aircraft, representing an investment of US$ 1 billion. These cutting-edge aircraft, capable of accommodating up to four passengers alongside the pilot, epitomize the future of sustainable air travel.

Advertisement

Powered by six battery packs, Archer’s eVTOL aircraft boast rapid charging capabilities, enabling a swift turnaround between flights. With a charging time of just 30-40 minutes, these eco-friendly aircraft ensure minimal downtime, maximizing operational efficiency.

Similar services are anticipated to be introduced by the joint venture in Bengaluru and Mumbai as well. Nevertheless, the service rollout period has not yet been made public by the company. Next year, it is anticipated to get its certification. Following this, the company will start the certification procedure with the Directorate General of Civil Aviation (DGCA).

Advertisement
Continue Reading

Aerospace

Which is bigger 777x or 787 aircraft ?

Which is bigger 777x or 787 aircraft ?

The 777X is a new series of the Boeing 777 family and is designed to be larger and more efficient than its predecessor. It features two variants: the 777-8 and the 777-9, being the larger of the two.

The Boeing 777X emerges as the larger sibling within the Boeing family, representing a significant leap forward in both size and efficiency. Comprising two variants, the 777-8 and the 777-9, the latter takes the crown as the larger of the two. With its expansive fuselage and impressive wingspan, the 777X is tailored for long-range journeys and boasts a substantial passenger capacity.

Advertisement

On the other hand, the Boeing 787, affectionately known as the Dreamliner, occupies a niche in the market as a smaller yet formidable aircraft designed for medium to long-range flights. Its distinguishing feature lies in its composite fuselage, a technological marvel that renders it lighter and more fuel-efficient compared to conventional aluminum counterparts. The Boeing 777X is larger than the Boeing 787 aircraft.

When it comes to passenger capacity, the 777-9 reigns supreme, typically accommodating a sizeable contingent of 400-425 passengers in its standard configuration. In contrast, the 787, with its more modest dimensions, typically carries between 240-290 passengers, depending on the variant and layout.

Advertisement

One of the remarkable innovations introduced with the 777X is its folding wingtips, a feature designed to address the logistical challenges of accommodating such a large aircraft in conventional airport gates. These folding wingtips enable the 777X to retract its wings, allowing it to fit into gates designed for smaller aircraft while still reaping the benefits of an extended wingspan during flight, thereby enhancing fuel efficiency and operational flexibility

Advertisement
Continue Reading

Aerospace

China Secures Production Certificate for Mass Production of Pilotless eVTOL Aircraft

China Secures Production Certificate for Mass Production of Pilotless eVTOL Aircraft
EHang

The first passenger-carrying pilotless electric vertical takeoff and landing (eVTOL) aircraft in the world, the EH216-S, has received the Production Certificate for its eVTOL aircraft from the Civil Aviation Administration of China (CAAC).

This is a significant milestone for EHang Holdings Limited, the leading UAM technology platform company in the world. This outstanding accomplishment is another big step towards mass manufacturing for the eVTOL aircraft and the ensuing commercial operations, building on the ground-breaking acquisition of the Type Certificate and the Standard Airworthiness Certificate for the EH216-S.

Advertisement

The PC is a crucial certificate that the aircraft maker receives from the CAAC, the country’s aviation authority. By obtaining this certificate, EHang has demonstrated that it has set up a quality management system for mass production that satisfies the airworthiness regulation standards set forth by the CAAC, and the company has been given permission to continue producing mass quantities.

It is also a strong guarantee of the calibre of the goods made by EHang. Raw materials, supplier management, manufacturing organisation, production quality control, aircraft pre-delivery test, after-sales repair and maintenance, etc. are all included in the mass production quality management system for the EH216-S.

Advertisement

To ensure that every aircraft and its components that roll off the production line strictly adhere to the approved type design and safety requirements, the system sets clear guidelines and documentation for every step in the production procedure. This ensures comprehensive traceability and safety control.

Advertisement
Continue Reading
Advertisement

Advertisement

Trending