IndiGo announced on November 27 the launch of its AI chatbot, 6Eskai, which incorporates GPT-4 technology, to elevate its customer service experience. The airline revealed that the AI chat assistant, developed internally by its digital team in collaboration with Microsoft, has shown promising early results, a 75% reduction in the workload of customer service agents.
The airlines said 6Eskai is designed to handle customer queries in ten different languages, adding it enables seamless ticket bookings across the airline's entire network. The airlines further stated the AI chatbot employs natural language conversations.
IndiGo highlighted that with 1.7 trillion parameters, 6Eskai is equipped to handle a diverse range of tasks, from booking tickets and applying promotional discounts to facilitating web check-ins and assisting with seat selection. The AI chatbot is not limited to written or typed interactions; it can also understand verbal instructions using speech-to-text models, it said.
Summi Sharma, Senior Vice President ifly and Customer Experience, IndiGo said, "We are thrilled to introduce 6Eskai, our AI-driven chat assistant, as part of our ongoing commitment to enhancing customer experience. This innovative tool will offer seamless support to our passengers, providing quick and personalised assistance for their travel needs, reflecting IndiGo's dedication to technological advancements and customer-centric services."
The airline anticipates a significant enhancement in customer satisfaction and increased operational efficiency with this AI solution.
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