IndiaTravel and aviation2023 – ongoingAir India
AI.g generative AI virtual assistant
Air India's generative AI assistant fully automated 97% of nearly 4 million customer queries, its cloud vendor reports
Problem
After the Tata Group took over Air India from the government in January 2022, the airline ordered 470 new aircraft and expected passenger numbers to rise steeply. The airline wanted to handle the extra customer contacts without adding contact-center agents at the same pace.
Approach
As part of moving its systems to Microsoft Azure, Air India built a virtual assistant on Azure OpenAI Service, linked to its reservation and other enterprise systems, and launched it in May 2023 under the name AI.g. It answers questions on bookings, flight status, baggage, check-in, loyalty awards and lounge access through the website and app, and passes cases it cannot resolve to human agents.
Results
Takeaway
The airline says passenger numbers doubled from early 2022 while contact-center volume stayed at about 9,000 queries a day, which it credits to the assistant. No independent performance measurement has been published.
Categories
- Size
- Large enterprise
- Industry
- Travel and aviation
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Generative AIConversational and voice AI
- Adoption
- Built in-house
- Evidence
- Vendor's case study
Sources
Source summaries
Microsoft describes how Air India, under Tata Group ownership since 2022, moved its workloads to Azure and launched the AI.g assistant on Azure OpenAI Service in May 2023. It reports that AI.g has handled nearly 4 million queries, 97% with full automation, and quotes the chief digital and technology officer that contact-center volume stayed near 9,000 queries a day while passengers doubled, saving several million dollars a year.
Tata Group announced that it had completed its purchase of Air India from the Government of India and taken over management and control of the airline that day. The transaction covers Air India, the low-cost carrier Air India Express and the ground and cargo handler AI SATS.
Full details are in the original sources.
