With this announcement, IndiGo became among the first few airlines in India to harness AI technology to enhance customer experience.Early results from the soft launch indicate a significant 75% reduction in customer service agent workload. This showcases the efficiency of the bot.
Furthermore, 6Eskai uses natural language conversations to guide customers through the end-to-end booking journey and makes the booking process simple.
Indigo 6Eskai AI chatbot: Key details
The AI bot boasts 1.7 trillion parameters which allows it to answer a diverse range of commonly asked questions. IndiGo’s team of data scientists have done thorough research on generative pre-trained transformers (GPT) and programmed the bot using engineering to mimic human behaviour, respond to emotions, and even infuse humour into interactions. This ensures a more engaging and entertaining experience for its customers.
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 of ifly and Customer Experience at 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.”
With this launch, Indigo expects a significant enhancement in customer satisfaction and increased efficiency throughout its operations.
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