MakeMyTrip Group CTO on AI agents, cloud scale & next phase of digital travel

India’s travel sector has entered a phase where discovery, planning and booking are moving beyond conventional search flows and deeper into context-led experiences. For MakeMyTrip — a brand that has shaped online travel for over two decades — this transition forms the backbone of its current digital roadmap. Speaking to TechCircle, Sanjay Mohan, Group CTO, MakeMyTrip, outlines how the company is re-architecting its technology stack around data, conversational AI and cloud modernisation to serve a more intent-driven traveller.

From Data Pipelines to Domain AI Agents

MakeMyTrip has progressively built a data-first foundation that collects signals from search behaviour, transaction patterns and contextual preferences. These insights have supported features such as fare lock, zero-cancellation, trip guarantees and personalised hotel listings — offerings that now sit central to the platform’s proposition.

The company’s shift toward domain-specific AI agents — for flights, hotels, trains, buses and other travel categories — marks the next iteration of this strategy. Myra, its AI assistant, acts as the interface for this architecture.

“Myra enables travellers to plan using natural language rather than navigating forms,” Mohan says. “It supports the full journey — search, booking, in-trip queries and post-sales support.”

A voice-first, multi-language capability is also under development to onboard the next wave of digital users, particularly from non-metro and regional markets.

According to Mohan, the pandemic altered not just destinations but decision-making patterns. Travellers are more intent-led, researching experiences — family breaks, workations, weekend plans — rather than starting with fixed locations. This, according to him, has influenced the company’s prioritisation of conversational search, context-aware planning and micro-recommendations.

“Discovery today is driven by purpose, not just place,” Mohan notes. Tools like fare alerts and booking-window guidance are increasingly used by travellers seeking data-backed decisions.

AI and Personalisation — A Conversion Driver

A clear demonstration of AI’s impact is evident in natural language hotel search, which enables users to enter descriptive queries such as “pet-friendly stay near Lake Pichola with parking and sunset views.”

The system interprets multiple parameters, narrowing relevant results faster and improving conversion outcomes. Myra has also aided first-time digital users, particularly across tier 2 and tier 3 cities, by allowing them to describe requirements in everyday language.
He asserts that while automation handles repeatable tasks, human assistance remains available for more complex or sensitive queries.

Cloud modernisation for agility and international scale

MakeMyTrip transitioned to a multi-cloud environment to support data-science workloads, expand experimentation capacity and shorten time-to-market. The cloud-led architecture helped the company launch products such as myBiz and myPartner within months and supported its GCC expansion through multi-currency and multi-lingual capabilities.

Cloud infrastructure now also supports its generative AI initiatives, enabling personalised itineraries and contextual discovery at scale.
With millions of daily users, reliability is treated as core infrastructure. A microservices architecture with strong observability and self-healing mechanisms ensures issues are isolated and resolved without broader disruption.

“Resilience is an engineering discipline,” Mohan says. The platform also maintains fallback paths for critical workflows such as payments and bookings.

Responsible AI and Privacy Governance

MakeMyTrip integrates bias checks, transparency reviews and data anonymisation into AI deployment. The company aligns with global privacy frameworks such as GDPR and CCPA, in addition to Indian data-protection norms. “Responsible AI is not just compliance — it’s the basis of trust,” Mohan adds.

The company further engages with cloud hyperscalers, fintech enabling partners and GenAI startups to accelerate learning cycles and access specialised capabilities. Regional language solutions have been a key area of collaboration with emerging tech players.

Road ahead: Voice, Smarter Agents and AI-Native Engineering

MakeMyTrip’s technology priorities include strengthening Myra’s capability, expanding voice support across regional languages and deploying GenAI tools internally to automate software development workflows.

Mohan notes that this phase is geared toward improving inclusivity, agility and customer experience, as India’s digital travel landscape continues to broaden and diversify.

Needless to say, the company’s transformation efforts highlight a shift away from traditional transactional travel platforms toward more adaptive, conversational and context-aware digital experiences — a direction that aligns with emerging user expectations and the wider evolution of India’s travel market.