6ESkai is capable of booking tickets, addons, applying discounts, web check-ins, helping in seat selection & planning trips
India’s largest airline, the low-cost carrier IndiGo, has renovated its fleet with the launch of an artificial intelligence (AI) chatbot, 6Eskai.
In a press statement the airline says it has become one of the first few airlines in the region to harness cutting-edge AI technology to enhance customer experience.
In the statement, IndiGo adds that powered by GPT-4 technology, 6Eskai the AI chatbot represents a significant milestone for the company. It is developed entirely in-house by IndiGo’s digital team, in close collaboration with Microsoft.
The airline adds that the 6Eskai efficiently addresses customer queries in 10 different languages and offers a first of a kind platform for booking tickets across the entire network.
Early results from the soft launch indicate a remarkable 75 pc reduction in customer service agent workload, showcasing the efficiency and effectiveness of the bot.
The press statement adds that 6Eskai makes the booking process extremely simple, using natural language conversations to guide customers seamlessly through the end to end booking journey.
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, adds the press statement.
Summi Sharma
“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,” says Summi Sharma, Senior Vice President ifly and Customer Experience, IndiGo.
