Challenge
Millions of requests created congestion, rising costs, and slow responses while airline knowledge and policy remained complex and fast-changing.
GLOBAL BENCHMARK PRACTICE
Airlines and travel services | Global travelers
Air India AI.g: Scaling airline customer service
This is a sourced public case study, not a Negency client engagement.
Approach
The public case describes an internal team connecting Azure OpenAI, Microsoft Foundry, airline knowledge, and service workflows for round-the-clock support.
Reported outcome
Publicly reported: about 40,000 requests daily, more than 13 million conversations, a 97% success rate, and millions of dollars saved.
Relevant Negency capabilities
Travel service agents, real-time knowledge updates, high-volume service, workflow orchestration, multilingual support
PUBLIC SOURCE
The Official Microsoft Blog
Figures are from a public Microsoft blog post and are not Negency project results.