Air India has become the first airline to deploy a Generative AI virtual agent named 'Maharaja', which has successfully answered over 500,000 customer queries since its launch in March 2023. The AI agent manages queries across 1,300 areas and can speak four languages. Over 80% of the 6,000 daily questions are answered in seconds, with the remaining requiring assistance from contact centre agents. Microsoft, which provides the AI service, believes this marks the start of a new era in customer service.