On Monday, IndiGo announced the launch of its AI chatbot, 6Eskai, which harnesses the cutting-edge GPT-4 technology, according to airline officials.
Developed entirely by IndiGo’s digital team in collaboration with Microsoft, this AI chatbot marks a significant achievement for the airline. It adeptly handles customer queries in 10 different languages and introduces a unique platform for booking tickets across the entire network.
With an impressive 1.7 trillion parameters, the AI bot can seamlessly address a wide range of frequently asked questions. IndiGo’s team of data scientists conducted thorough research on generative pre-trained transformers (GPT) and meticulously programmed the bot, incorporating extensive prompt engineering to emulate human behavior, respond to emotions, and even inject humor into interactions. This approach aims to create a more engaging and entertaining experience for customers.
“Early results from the soft launch indicate a remarkable 75% reduction in customer service agent workload, showcasing the efficiency and effectiveness of the bot. Furthermore, 6Eskai, makes the booking process extremely simple, using natural language conversations to guide our customers seamlessly through the end to end booking journey,” an airline official said.
6Eskai is versatile, capable of handling various tasks such as booking tickets, applying promotional discounts, managing add-ons, facilitating web check-ins, assisting with seat selection, trip planning, answering FAQs, and connecting customers with an agent.
What sets this bot apart is its ability to comprehend not only written or typed language but also verbal instructions through speech-to-text models. This innovation enhances the user experience by allowing customers to interact with the bot using spoken commands.
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.“