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Air India’s AI.g: Redefining Passenger Experience with Azure OpenAI
- bytesandstats
- 2 days ago
- 2 min read
Updated: 20 hours ago
Air India had taken a bold step forward in digital transformation with the launch of AI.g, a virtual assistant powered by Azure OpenAI. Today, AI.g seamlessly manages more than 30,000 queries daily across 1,300 topics, from gate information to pet travel policies and delivering contextual, accurate, and timely support.
This is more than customer service automation. With nearly 4 million queries managed and 97% customer sessions fully automated, AI.g has helped Air India achieve significant cost savings, maintain stable call center volumes, and deliver a smoother passenger experience, even as traffic has doubled. The result: scalable service without added operational strain.
The Technology Behind AI.g
AI.g is built on a multi‑modal AI stack that integrates:
Azure OpenAI for natural language intelligence
Azure AI Search for contextual retrieval
Cosmos DB, SQL, and PostgreSQL for data management
App Service and API Management for scalable microservices
This architecture enables AI.g to go beyond text, scanning passports, analyzing voice calls, and conversing like a seasoned travel agent.
Safety and Accuracy at Scale
With Azure AI Content Safety, AI.g has maintained zero inappropriate responses in over a year of live deployment. Combined with Retrieval‑Augmented Generation (RAG), passengers receive fact‑based, real‑time answers they can trust.
Key Takeaways for IT Leaders
Microservices for scale: modular architecture ensures resilience and agility.
RAG for accuracy: fact‑driven responses reduce misinformation.
Safety as a priority: enterprise‑grade safeguards protect brand trust.
Deep backend integration: seamless orchestration across databases and services.
Air India’s AI.g demonstrates how Azure OpenAI empowers enterprises to deliver intelligent, safe, and scalable customer experiences. It’s not just AI, it’s AI that flies!
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