Air India's generative AI assistant, Maharaja, has rapidly emerged as a benchmark for digital customer service in the aviation sector, delivering a seamless and intelligent support experience for travelers worldwide.
Since its introduction in March 2023, Maharaja has efficiently resolved over 6,000 passenger queries daily, assisting nearly 500,000 users to date. The system operates fluently in four major languages—Hindi, English, French, and German—providing responses in under 80 seconds on average.
This state-of-the-art virtual agent is equipped to address more than 1,300 distinct topics, ranging from live flight updates and itinerary changes to baggage guidelines, cargo information, accessibility needs, loyalty program details, lounge eligibility, and ticket modifications or refunds.
Pioneering in the airline industry, Maharaja leverages the advanced capabilities of ChatGPT to alleviate the workload of Air India's human representatives, enabling staff to devote more attention to high-touch, complex passenger requests.
Travelers can access Maharaja directly via Air India’s official website or through the airline’s mobile application, ensuring instant assistance at every stage of the journey.
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