Managing customer queries
As part of the massive transformation into a modern, world-class airline, Air India wanted to provide its guests with a highly scalable intelligent virtual assistant that can provide instantaneous answers to natural language questions ranging from reservations, flight status, refunds, policies, etc.
To address the diverse queries of its guests, Air India implemented a Generative AI virtual agent using Azure OpenAI models.
Enhancing customer efficiency
Air India implemented ‘AI.g’, global airline industry’s first generative AI virtual agent, using Azure OpenAI Models, primarily GPT-4 with retrieval augmented generation, to address its customer queries. This not only expedited response times, but also ensured accurate and relevant answers by consulting multiple policy documents and data sets simultaneously. Moreover, using function calling the system could execute backend automations, further enhancing customer service efficiency and reducing wait times.
AI.g has successfully managed over 1 million customer queries,efficiently addressing 93% of these questions in a fully automated fashion. With a daily engagement of approximately 7,000+ unique customers, the platform handles around 20,000+ questions daily. This has enabled Air India to scale its customer support without having to scale the number of human agents and thereby avoiding significant costs while providing a consistently pleasing experience.
Satya Ramaswamy
Chief Digital and Technology Officer
Air India
Our vision is to provide a consistently high-quality interaction experience to our guests wanting to reach out to us via our digital channels. The ability of Azure OpenAI models to seamlessly ingest the knowledge contained in a variety of documents and data sets unique to Air India and combine that with the innate power of enerative AI to provide a human-like response to queries has provided us with a highly scalable virtual assistant AI.g that delights our customers while managing customer-support costs effectively.
20,000+
daily questions handled
93%
questions answered in fully automated fashion
Air India takes to the skies with narrow-body and wide-body aircrafts that fly passengers and transport cargo worldwide.
More details at https://www.airindia.com
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