Air India is using OpenAI’s most advanced Large Language Model (LLM) GPT-4 to power its virtual assistant, revealed Viju Chacko, VP – head of digital architecture at Air India.
“We were using GPT3.5, but now we transitioned to GPT-4,” Chacko revealed while speaking at GitHub Galaxy 2024, held in Bengaluru, India.
Earlier this year, Air India CEO Campbell Wilson stressed the carrier’s desire to leverage GPT-4.
Last year, Air India announced that it was the world’s inaugural airline to implement a Generative AI virtual agent, dubbed ‘Maharaja,’ leveraging Microsoft’s Azure OpenAI service.
The AI chatbot manages multiple customer queries across 1,300 areas, including flight status, baggage allowances, flight changes, and refunds, airport lounge access, packing restrictions, check-in procedures, and frequent flyer awards.
In January, Air India also announced a WhatsApp version of the chatbot. Travellers can access the chatbot via a dedicated number.
Air India desires to be one of the most technologically advanced carriers in the world. Last year, it successfully migrated to a cloud-only IT infrastructure, having closed its historic data centres in Mumbai and New Delhi.
This makes it one of the first major global airlines to have moved all computational workloads exclusively to the cloud.
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