IndiGo introduces AI chat assistant called 6Eskai
Early results reveal 75 per cent reduction in customer service agent workload
IndiGo has unveiled its latest AI chatbot powered by groundbreaking GPT-4 technology, 6Eskai. developed in-house by IndiGo's digital team in collaboration with Microsoft. 6Eskai efficiently addresses customer queries in 10 different languages and introduces a first-of-its-kind platform for booking tickets across the airline's entire network.
Early results from the soft launch reveal a remarkable 75 per cent reduction in customer service agent workload. Beyond query resolution, 6Eskai simplifies the booking process through natural language conversations, providing customers with a seamless end-to-end booking journey.
Boasting an impressive 1.7 trillion parameters, the AI bot can adeptly answer a diverse range of commonly asked questions. IndiGo's team of data scientists extensively researched generative pretrained transformers (GPT) and used prompt engineering to programme the bot, ensuring it mimics human behaviour, responds to emotions, and even injects humour into interactions for a more engaging customer experience.
6Eskai's capabilities extend beyond answering queries; it can perform various tasks such as booking tickets, applying promotional discounts, handling addons, facilitating web check-ins, assisting with seat selection, helping plan trips, and connecting customers with an agent. What sets it apart is its ability to understand not only written or typed language but also verbal instructions through speech-to-text models.
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. 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.
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