AI Maharaja: Air India has announced the launch of its virtual assistant Maharaja after testing it in the trial phase in the previous months. Powered by OpenAI's viral chat model ChatGPT, it can answer queries about bookings, baggage, flights and more. The aviation firm claims with every interaction, it will get better.
At the time of filing, the chatbot can accept and answer queries in Hindi, English, German and French. You can switch languages by typing in the respective language. It can answer the majority of the questions in seconds (80 per cent). The rest, about (15 per cent) require external interference.
According to the official website of Air India, it can answer queries around bookings, baggage, cargo, special needs, flying returns, flights, check-in, flight status, e-ticket, refund, cancellations and other generic questions. Backed by Azure OpenAI service, it can analyse complex queries and improve the responses in future conversations.
Maharaja's Generative AI can comprehend the purpose and background of a query and respond in a natural tone. It uses ChatGPT to get the work done. For context, it manages around 6,000 queries per day. Since the testing phase (in March), it has answered around 0.5 million responses.
With these capabilities, it can help automate repetitive and boring tasks and free human agents to focus on more complex problems. It can manage queries from over 1,300 areas. Air India claims it will adapt even further to natural language over time. Maharaja has been embedded with appropriate safeguards to prevent bias and harmful language from disrupting conversations.
In the future, the company is planning to introduce a more advanced version with more sophisticated features. The brand aims to enhance the agent with "data-driven deep personalisation capabilities" using more language support, travel bookings and inspiration.