IndiGo Airlines has made a ground-breaking decision to transform the customer service industry by releasing 6Eskai, an AI-powered chatbot, into the virtual wild. With its clever design created by its in-house digital team and powered by GPT-4’s impressive capabilities, IndiGo’s new chatbot is a game-changer for the local aviation sector. IndiGo not only enters the future of consumer engagement by incorporating this superior AI, but it also establishes a standard for the sector.
IndiGo’s move comes in the wake of Air India’s introduction of its own AI Powered Chat Assistant, “Maharaja,” on November 10. While Maharaja utilises Microsoft’s Azure OpenAI service, 6Eskai is powered by the advanced technology of Microsoft’s GPT-4, demonstrating the rapid evolution and adoption of AI in the aviation sector.
Announced on Monday, November 27th, the airline disclosed that the AI chat assistant, created in-house by its digital team in association with Microsoft, has demonstrated encouraging preliminary outcomes, resulting in a 75% decrease in the burden of customer support representatives, allowing them to focus on more complex issues while ensuring that routine inquiries are handled efficiently. This will lead to faster response times, reduced wait times, and a more satisfying overall customer experience.
“We are thrilled to introduce 6Eskai, our AI-driven chat assistant, as part of our ongoing commitment to enhancing customer experience,” stated Summi Sharma, Senior Vice President, Ifly and Customer Experience, IndiGo. This cutting-edge technology will highlight IndiGo’s commitment to technical innovation and customer-focused services by offering seamless support to our passengers and providing prompt, individualized assistance for their travel needs.”
6Eskai, named after the airline’s signature six sigma quality process, is poised to revolutionise the way IndiGo interacts with its customers. The chatbot, equipped with Advanced Natural Language Processing (NLP) capabilities, can converse in multiple languages, including English, Hindi, Tamil, Telugu, Kannada, Malayalam, Bengali, and Gujarati. This multilingual feature caters to IndiGo’s diverse customer base, ensuring that language barriers do not hinder effective communication.
According to the airline, 6Eskai can respond to inquiries from customers in ten different languages and makes it possible to book tickets easily throughout the whole airline network. The airlines went on to say that the AI chatbot uses dialogue in natural English.
Language boundaries have been broken down and interactions can now be personalized for a worldwide client base thanks to the innovative partnership with Microsoft, which has produced a platform that can comprehend and reply in ten different languages. By implementing 6Eskai, IndiGo has taken a risk and become one of the select few airlines using cutting-edge AI to enhance the traveler experience from the initial query to the destination.
With an astounding 1.7 trillion parameters, the AI bot can easily respond to a wide variety of frequently requested inquiries. According to the statement, “IndiGo’s team of data scientists has painstakingly done thorough research on generative pre-trained transformers (GPT) and programmed the bot using extensive prompt engineering to mimic human behavior, respond to emotions, and even infuse humor into interactions, ensuring a more engaging and entertaining experience for its customers.”
6Eskai’s capabilities extend beyond mere language proficiency
The chatbot is designed to handle a wide range of customer inquiries and requests, including:
Booking tickets: 6Eskai can assist customers with booking tickets, providing real-time information on flight schedules, fares, and availability. It can also apply promotional discounts and offers, making the booking process convenient and cost-effective.
Web check-in and seat selection: 6Eskai simplifies the web check-in process, guiding customers through the steps and providing boarding pass options. It also assists with seat selection, allowing customers to choose their preferred seats based on their preferences.
Trip planning and FAQs: 6Eskai acts as a virtual travel advisor, helping customers plan their trips by providing information on destinations, weather conditions, and local attractions. It also has a comprehensive FAQ section that addresses common travel-related queries.
Live agent assistance: In situations requiring more personalized or complex assistance, 6Eskai seamlessly connects customers with live agents. This ensures that customers always have access to the support they need, regardless of the complexity of their query.
Personalized assistance: 6Eskai can provide personalized recommendations and tailored responses based on individual passenger preferences and travel history.
Round-the-clock availability: The AI chatbot is available 24/7, providing assistance to passengers at any time of the day or night.
The implementation of 6Eskai also aligns with IndiGo’s broader digital transformation strategy. The airline has been embracing technology to enhance its operations, improve customer interactions, and streamline various aspects of its business. 6Eskai is a testament to this commitment, demonstrating IndiGo’s willingness to adopt innovative solutions to stay ahead of the curve.
As the AI landscape continues to evolve, IndiGo is well-positioned to leverage these advancements to further enhance its customer experience. 6Eskai’s introduction is just the beginning of IndiGo’s AI journey, and the airline is poised to explore new and innovative ways to utilize AI to meet the evolving needs of its customers.
