Use case type
A virtual assistant answers questions, guides users, and carries out routine tasks through conversational interfaces. It helps organizations provide support at scale and reduce the load on human service teams.
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Adoption over time
By case publish month · completed months only
2 cases documented across 22 months (Oct 24 – Jul 26), peaking at 1 in October 2024.
Each column counts every documented case of this type by its publish month, across the full corpus. The in-progress current month is excluded from columns and surfaced separately, and cases published before the charted window are summarized as earlier cases instead of plotted.
Company examples
2 shown from 2 use cases
The International Myeloma Foundation launched Myelo, an AI-powered virtual assistant built with AWS and Max.AI.Myelo searches and synthesizes information across the IMF knowledge base, including web pages and PDFs, to provide trustworthy, empathetic, multilingual answers for patients, caregivers, and healthcare professionals.
OtherAir India, India's flagship airline, modernized its digital customer service experience by upgrading its virtual assistant using Microsoft Azure OpenAI Service. The assistant now handles 97% of customer queries fully automatically—cutting millions in customer support costs. The solution integrates multiple Azure services, including Cosmos DB for customer and flight data, Azure Kubernetes Service for scalable web hosting, Azure Front Door for secure global access, Azure SQL Database, and Azure AI Search with a RAG architecture. Travelers benefit from automated flight booking, luggage tracking, account and travel policy access, web check-in with document scanning, and live voice recognition for contact center quality assurance. The implementation delivers a seamless customer experience with significant operational improvements and demonstrates how generative AI and cloud-based architectures can transform the travel sector.
Common questions
