# How many customer queries does Air India's AI agent handle?

> Air India's AI.g agent, built on Azure OpenAI, answers customer questions such as baggage and pet policies. Microsoft reports it has resolved more than 13 million conversations with a 97% success rate, with only 3% of queries escalated to a human agent.

- **Evidence grade:** B — Named organization with a quantified outcome, from the vendor or the organization's own announcement.
- **Organization:** Air India (airline)
- **Industry:** Transportation & Logistics — Airline
- **Roles:** Customer Support
- **Tools:** Azure OpenAI (Foundry Models) (Microsoft)
- **Status:** production · **Agent pattern:** autonomous-agent · **Autonomy:** 3/4
- **Last verified:** 2026-10-17

## Reported outcomes
- conversations resolved: more than 13 million, 97% success rate [1] (self-reported)
- escalation: only 3% of queries escalated to a human [1] (self-reported)

## How it works
1. Customers ask AI.g questions in natural language.
2. The agent reasons over Air India policy content to answer (e.g., recognizing a Labrador falls under the pet policy).
3. Complex or unresolved queries escalate to human contact-center staff.
4. Air India is trialing agents for full workflows such as refund processing (per source).

## Risks & compliance
- Consumer-protection rules on refunds and compensation

## Sources
1. Microsoft, "How Azure AI helped Air India reinvent customer service by answering 40,000 daily queries instantly" (2026-02-11) <https://www.microsoft.com/en/customers/story/26047-air-india-azure-openai-in-foundry-models>
   > "Since launch, it has resolved more than 13 million conversations with a 97% success rate."

Canonical: https://agentcasefile.com/cases/air-india-aig-virtual-agent/ · License: CC BY 4.0 (summary) · Source: Agent Casefile