Simplifying travel, one query at a time
MakeMyTrip is dedicated to enhancing user experience and satisfaction but faces several key challenges. In India, barriers such as limited digital literacy in tier-3 cities and complex app interfaces for first-time users hinder accessibility. Additionally, prolonged turnaround times for pre-sales and post-sales support impact customer satisfaction scores (CSAT), calling for a revamp in support processes to meet user expectations.
To sustain its leadership and deliver seamless travel experiences, MakeMyTrip looked to AI solutions to help create user-centric innovations tailored to India’s unique market dynamics.
Search simplified
MakeMyTrip (MMT) is harnessing Generative AI to revolutionize the travel search experience, aiming to shift approximately 20% of traffic from traditional search methods to conversational AI-based interactions. To simplify the complexities of travel planning, MMT is enhancing Myra, its travel bot, with AI-driven workflows capable of autonomously managing and optimizing multi-faceted travel queries to create comprehensive travel itineraries.
In the travel-tech space, MMT has developed a federated, agentic system that supports users across the entire travel lifecycle, from planning to postsales assistance. This is achieved through Myra, hich integrates seamlessly across the app. These services are designed as distributed, stand-alone agents powered by Large Language Models (LLMs) via Azure Cognitive Services and orchestrated using Azure AI Foundry, ensuring a robust and user-centric travel experience.
Sanjay Mohan
Group Chief Technology Officer
MakeMyTrip
At MakeMyTrip, our growth is driven by innovation, cutting-edge technology, and a deep understanding of the traveller. By harnessing the power of Generative AI, we are developing solutions that simplify complex travel planning and deliver highly personalized experiences. Our collaboration with Microsoft reinforces our commitment to enhancing user accessibility and building a platform that is both intuitive and easy to navigate. These advancements underscore our focus on staying ahead of the curve and setting global benchmarks in travel technology.
Driving innovation across its product lines
Delivering next-level customer experiences
With 3 leading brands -MakeMyTrip, Goibibo and Redbus -MakeMyTrip is one of the pioneers of online travel bookings in India.
More details at https://www.makemytrip.com