Air India

AI.g virtual assistant automates customer support

Air India used Azure OpenAI Service to develop AI.g, one of the world’s first airline virtual assistants based on generative AI, to upgrade the customer experience without increasing costs. Launched in May 2023, AI.g has handled nearly 4 million customer queries and complements other AI-based services. As the airline doubled its passenger count, AI.g automated 97% of queries and helped avoid millions of dollars in customer support costs.

This case study is in our research queue. We publish each one with the outcomes and the sources behind them, which takes time — check back, or read the ones that are ready.