IndiGo Brings AI Chatbot to Enhance Your Flight Booking Experience

• Blockchain Council
• November 30, 2023

In a significant leap towards redefining the landscape of air travel, IndiGo, the leading low-cost airline of India, has introduced its latest innovation – the 6Eskai AI chatbot. This groundbreaking technology, powered by the advanced GPT-4, promises to revolutionize the flight booking experience, setting a new industry standard.

Developed in-house by IndiGo’s digital team in collaboration with Microsoft, 6Eskai brings forth a multitude of features designed to enhance customer engagement and streamline the booking process.

Summi Sharma, Senior Vice President of Ifly and Customer Experience at IndiGo, expressed enthusiasm about the AI-driven chat assistant, stating, “We are thrilled to introduce 6Eskai as part of our ongoing commitment to enhancing customer experience.”

One of the standout features of 6Eskai is its ability to address customer queries in 10 different languages. This multilingual capability not only ensures inclusivity but also caters to the diverse linguistic needs of IndiGo’s vast customer base.

Early results from the soft launch have demonstrated a remarkable 75% reduction in customer service agent workload. This achievement underscores the efficiency of 6Eskai in handling customer queries and simplifying the booking process. IndiGo aims to provide a seamless end-to-end booking journey through natural language conversations, making the entire experience more user-friendly.

“The AI bot boasts an impressive 1.7 trillion parameters, allowing it to answer a diverse range of commonly asked questions with ease,” quotes the airline, emphasizing the scale and capability of 6Eskai.

IndiGo’s team of data scientists delved into generative pretrained transformers (GPT) and employed prompt engineering to ensure that 6Eskai goes beyond mere functionality. The chatbot is programmed to mimic human behavior, respond to emotions, and even inject humor into interactions, creating a more engaging and entertaining experience for users.

Beyond its primary role in addressing customer queries, 6Eskai functions as a comprehensive travel companion. From booking tickets and applying promotional discounts to handling addons, facilitating web check-ins, assisting with seat selection, and connecting customers with an agent, the chatbot aims to be a one-stop solution for all aspects of the IndiGo travel experience.

With the launch of 6Eskai, IndiGo positions itself as a pioneer in adopting advanced AI technology to meet the evolving needs of modern travelers. The airline anticipates a significant enhancement in customer satisfaction and increased efficiency throughout its operations.

In the ever-evolving landscape of the aviation industry, 6Eskai stands out as a beacon of efficiency, personalization, and customer-centric service. As passengers look for smoother and more engaging travel experiences, IndiGo’s AI chatbot heralds a new era in the way we book and experience flights.