MakeMyTrip’s GenAI assistant Myra shows how AI is reshaping discovery, access, and scale in consumer travel platforms.
MakeMyTrip’s GenAI travel assistant, Myra, now handles over 50,000 daily conversations in Q3FY26, doubling quarter-on-quarter. This growth highlights a shift from transactional chatbots toward AI-led journey orchestration. The challenge Myra addresses is fragmented travel discovery. Users traditionally relied on search engines, blogs, or agents before booking. GenAI enables MakeMyTrip to capture intent earlier within its platform.
Myra overcomes language, literacy, and interface friction through voice and vernacular support. Over 45% of users now come from Tier 2 and smaller cities. Voice usage is 50% higher in non-metro regions. About 20% of interactions come from first-time users. GenAI reduces cognitive barriers, enabling natural conversation instead of text-heavy search flows.
The benefits extend beyond engagement metrics. Around 23% to 24% of Myra conversations involve trip planning rather than immediate booking. This positions GenAI as an upstream influence on destination choice and product discovery. Conversation quality remains high, with 72% rated “good.” GenAI enables sustained, contextual dialogue instead of single-query responses.
This case matters beyond MakeMyTrip because it reflects a broader enterprise challenge. Platforms must integrate GenAI deeply into workflows, not bolt it on. Travel mirrors sectors like banking and ecommerce, where discovery, trust, and support converge. MakeMyTrip also applies GenAI to partner operations and customer support. AI voice and chatbots now resolve about half of support queries autonomously. GenAI here is an operating system layer, not a feature.
