SriLankan Airlines has launched ‘Yaana,’ an AI-powered chatbot developed with CodeGen International to improve customer service. Integrated into the airline’s website, it uses AI and NLP to handle inquiries, provide real-time flight updates, and assist with bookings.

In a press statement SriLankan Airlines says that ‘Yaana’ is designed to streamline passenger interactions and enhance the overall travel experience.

Dimuthu Tennakoon

It adds that ‘Yaana’ aims to handle a wide range of inquiries using advanced AI and Natural Language Processing (NLP) technologies. The statement adds that the SriLankan Airlines positions ‘Yaana’ as a step forward in its digital transformation strategy, aiming to enhance passenger experience through technology-driven solutions.

“Since going live, ‘Yaana’ has handled close to 12,000 inquiries with remarkable efficiency, autonomously resolving 88 pc of them. Furthermore, with its scalability, we anticipate ‘Yaana’ will manage five times the current volume. By providing 24/7 assistance, including real-time updates during disruptions, streamlined booking guidance and personalised support for complex queries, ‘Yaana’ will significantly enhance customer service every step of the way,” says Dimuthu Tennakoon, Head of Worldwide Sales and Distribution at SriLankan Airlines.

Chamara Perera

“Yaana features a generative AI virtual assistant powered by GPT-4 technology and is equipped with sophisticated retrieval capabilities to enhance customer interactions and efficiently address inquiries. The system also utilises a conversational AI framework and custom AI algorithms to deliver rapid, accurate, empathetic and contextually relevant responses. By cross-referencing multiple policy documents, real-time data sets, including flight schedules, Yaana ensures that passengers receive reliable, tailored information,” says Chamara Perera, Group Head of Information Technology, SriLankan Airlines.