Air India . Airlines
AI.g customer service virtual agent
Scaled
Pilot
Production
Scaled
Killed
making Air India the first airline worldwide to deploy generative AI for customer service at scaleFrom the source, 2026-02-11
What happened
Air India's internal team built AI.g, a generative AI virtual agent on Microsoft Azure OpenAI, after customer queries overwhelmed its support channels. Microsoft's case study says it was answering customers within six months, making Air India the first airline to deploy generative AI for customer service at scale. It says AI.g now handles about 40,000 queries a day and has resolved more than 13 million conversations. This is a vendor-published account.
Sources
- Company
- Air India
- Industry
- Airlines
- Vendor / platform
- Microsoft Azure OpenAI
- Type
- Customer-facing agent
- Status
- Scaled
- Evidence date
- 2026-02-11
- Source
- https://www.microsoft.com/en/customers/story/26047-air-india-azure-openai-in-foundry-models
- Notes
- Vendor-published case study.
- Last checked
- 2026-10-17
Status reflects only what the linked source states on the evidence date. If it changed, Suggest an update.