IndiGo, the prominent Indian airline, has ushered in a new era of customer service with the introduction of 6Eskai, an AI chatbot powered by the innovative GPT-4 technology. Developed collaboratively by IndiGo’s digital team and Microsoft, this AI chat assistant marks a significant milestone for the airline industry. 6Eskai is not only capable of addressing customer queries in 10 different languages but also provides customers with a streamlined platform for booking tickets across IndiGo’s extensive network.
By embracing advanced AI technology, IndiGo solidifies its position as one of the pioneering airlines in the region. Preliminary results from the bot’s soft launch have already demonstrated an impressive 75% reduction in the workload of customer service agents, highlighting the efficiency and effectiveness of 6Eskai. Moreover, the chatbot revolutionizes the booking process by employing natural language conversations, ensuring a seamless end-to-end journey for customers.
What sets 6Eskai apart is its ability to effortlessly handle a wide range of commonly asked questions, thanks to its impressive 1.7 trillion parameters. IndiGo’s team of data scientists meticulously programmed the bot using extensive prompt engineering after conducting thorough research on generative pre-trained transformers (GPT). This approach enables the chat assistant to mimic human behavior, respond to emotions, and inject humor into interactions, resulting in a more engaging and entertaining experience for customers.
6Eskai’s versatility extends beyond addressing written or typed language. The bot can also comprehend verbal instructions through speech-to-text models, enhancing its flexibility and interaction capabilities. From booking tickets, applying promotional discounts, and booking add-ons to facilitating web check-ins, assisting with seat selection, answering frequently asked questions, and even connecting customers with a live agent, 6Eskai has proven to be a reliable travel companion.
Summi Sharma, Senior Vice President of Ifly and Customer Experience at IndiGo, expressed enthusiasm about the chat assistant’s introduction, stating, 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 personalized assistance for their travel needs, reflecting IndiGo’s dedication to technological advancements and customer-centric services.
IndiGo’s dedication to exceptional service and cutting-edge technology is unwavering. With the launch of 6Eskai, the airline sets new standards in customer experience, ensuring that every interaction is efficient, personalized, and hassle-free. By leveraging AI technology, IndiGo reaffirms its commitment to staying ahead of the curve and providing unparalleled service to its customers.
In a rapidly evolving industry, IndiGo’s adoption of AI-driven solutions like 6Eskai exemplifies their commitment to meeting the needs and interests of their passengers. As the airline industry embraces technological advancements, IndiGo stands at the forefront, ready to redefine the travel experience and set new benchmarks for customer satisfaction. With 6Eskai, the future of customer service in the aviation sector has arrived.
