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IndiGo Launches AI Chatbot 6Eskai

  • November 28, 2023
  • 2 min read
IndiGo Launches AI Chatbot 6Eskai

AI chat assistant integrated across web and mobile platforms

IndiGo, India’s leading carrier, has launched an AI chatbot, 6Eskai, powered by the groundbreaking GPT-4 technology. Developed entirely in-house by IndiGo’s digital team, in close collaboration with Microsoft, the AI chatbot represents a significant milestone for the airline. It efficiently addresses customer queries in 10 different languages and offers a first of a kind platform for booking tickets across the entire network.

With this breakthrough, IndiGo becomes among the first few airlines in the region to harness cutting-edge AI technology to enhance customer experience. Early results from the soft launch indicate a remarkable 75% reduction in customer service agent workload, showcasing the efficiency and effectiveness of the bot.

The AI bot boasts an impressive 1.7 trillion parameters, allowing it to answer a diverse range of commonly asked questions with ease.

6ESkai is capable of performing a wide range of tasks, including booking tickets, applying promotional discounts, booking addons, performing web check-ins, helping in seat selection, planning trips, answering FAQs, and connecting customers with an agent. Moreover, the bot is not only capable of understanding written or typed language, but also verbal instructions using speech-to-text models.

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.”

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