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In today’s era, customer service is very important in every sector and corner of industries. Air India has taken significant steps forward by introducing AI.g Chatbot. This is generative AI chatbot powered by ChatGPT, which is designed to enhance passenger experience and operational efficiency. AI.g was launched in May 2023, This Air India’s generative chatbot has revolutionized how the airline interacts with customers with setting new standards.
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The Origin of AI.g :
Air India is a known airline industry in India as well as in the world. It’s journey towards digital transformation has make significant impact for Tata Group, which acquired the airline in 2022. Tata Group has recognised the need to modernize the airline and embarked complete overhaul of its services and technology infrastructure. The important aspect of this transformation was enhancing customer support without incurring prohibitive costs.
There are traditional customer service models for the Airline Industry, which heavily depend on human agents, which often struggle with scalability and consistency. To fight with this challenges, Air India launched AI.g chatbot, which is powered by ChatGPT. This chatbot is very smart, it can handle plenty of queries efficiently. Collaborating with Microsoft, the airline developed Azure OpenAI service to create AI.g, which known as one of the first generative AI virtual assistants in the Airline Industry.
Capabilities and Features of AI.g Air India:
AI.g Air India Chatbot is designed to manage a large range of customer inquiries, covering overall 1,300 topics related to air travel. Passengers can interact with AI.g to obtain real-time flight updates, and baggage information, download boarding passes or e-tickets, select seats, and track customer support requests. This comprehensive functionality ensures that travellers have access to essential information and services at their fingertips, 24/7. This is great chatbot, have you tried it.
One of the best features of this Chatbot is, it supports multilingual. Understanding the diverse linguistic background of its customer base, Air India has developed AI.g to speak easily in English, Hindi, French, and German. This features ensures that passengers from different regions can communicate comfortably in their preferred language.
Further to make interactions seamless and convenient, AI.g Air India Chatbot has been integrated into popular messaging platforms this allow customers to make his queries on WhatsApp. Passengers can engage with AI.g via WhatsApp by messaging the dedicated number +91 96670 34444. This integration allows travellers to access services and information through an app they frequently use, enhancing user convenience.
Operational Impact and Efficiency:
Since its inception, AI.g has demonstrated remarkable efficiency in handling customer queries. The virtual assistant manages approximately 20,000 questions daily, engaging with around 7,000 unique customers each day. This high level of engagement has significantly reduced the burden on human-operated call centers. In fact, AI.g has successfully addressed 93% of customer inquiries in a fully automated manner, allowing human agents to focus on more complex issues that require personalized attention.
The financial implications of deploying AI.g are equally noteworthy. By automating a substantial portion of customer interactions, Air India has achieved a century reduction in call centre costs. This cost efficiency is particularly significant given the doubling of the airline’s passenger count over two years, achieved without a proportional increase in call centre resources.
Technological Backbone:
The success of AI.g Air India Chatbot is supported by technological infrastructure. Built on Microsoft’s Azure platform, AI.g utilizes advanced AI models, primarily GPT-4 with retrieval augmented generation. This setup enables the virtual assistant to provide instantaneous, accurate, and contextually relevant responses by consulting multiple policy documents and datasets simultaneously. Additionally, the integration of function calling allows AI.g to execute automation, further enhancing service efficiency.
To ensure scalability and reliability, Air India Chatbot has migrated all its workloads, including AI.g, to Microsoft Azure. This cloud-based approach offers the flexibility to handle varying volumes of customer interactions without compromising performance. Moreover, the use of Azure AI Content Safety helps in detecting and reducing potentially harmful content, ensuring that interactions remain safe and appropriate.
Continuous Learning and Future Enhancements:
AI.g is not a fixed system, it is designed to learn and evolve continuously. By analyzing complex questions and interactions, the virtual assistant refines its responses over time, becoming more attuned to the nuances of natural language and customer expectations. This adaptive learning process ensures that AI.g remains effective in addressing emerging customer needs and scenarios.
Looking ahead, Air India plans to introduce more modern features to AI.g. These enhancements aim to provide deeper personalization and a more intuitive user experience, further bridging the gap between technology and the human touch in customer service. The airline’s commitment to innovation ensures that AI.g will continue to set benchmarks in the aviation sector.
Customer Reception and Feedback:
The introduction of AI.g Air India has been met with positive feedback from passengers. Travellers appreciate the accuracy of responses, as well as the convenience of accessing services through platforms like WhatsApp. The multilingual capabilities of AI.g have also been lauded, as they cater to a diverse support, making interactions more personalized and comfortable.
By automating routine inquiries, AI.g Air India allows human agents to dedicate more time to complex issues, thereby improving overall service quality. This synergy between AI and human support exemplifies a balanced approach to customer service, where technology enhances human capabilities rather than replacing them.
Conclusion:
AI.g Air India represents a significant milestone in the integration of artificial intelligence within the aviation industry. By addressing a wide range of customer queries efficiently and accurately, AI.g Air India has redefined customer service standards. Its successful deployment underscores the potential of AI in transforming operational models, and enhancing customer satisfaction. If you like latest Blogs related to machine learning and AI, then visit only at AiOnlineMoney.
