IndiGo introduces AI chatbot with GPT-4 technology for enquiries, ticket booking

New Delhi: IndiGo has launched 6Eskai, an AI chatbot powered by GPT-4 technology, with an aim to address passenger queries in 10 different languages and introduce a first-of-its-kind platform for ticket booking across the network.

Developed completely in-house by IndiGo’s digital team in close collaboration with Microsoft, the AI chatbot represents an important milestone for the airline, an airline spokesperson said.

With this success, IndiGo becomes one of the first few airlines in the region to use cutting-edge AI technology to enhance the passenger experience.

“Early results from the soft launch indicate a significant 75 percent reduction in customer service agent workload, demonstrating the efficiency and effectiveness of the bot,” the spokesperson said.

“The AI bot boasts an impressive 1.7 trillion parameters, allowing it to easily answer a variety of commonly asked questions. Indigo’s team of data scientists conducted extensive research on the Generative Pretrained Transformer (GPT) and have programmed the bot using extensive prompt engineering to mimic human behavior, respond to emotions and even incorporate humor into conversations, ensuring a more engaging and entertaining experience for its passengers,” the spokesperson said. he said.

The spokesperson further said that 6ESkai is capable of performing a variety of functions, including booking tickets, applying promotional discounts, booking addons, web check-in, helping in seat selection, trip planning, FAQs, etc. Involves answering questions and connecting customers with an agent. , Furthermore, the bot is capable of understanding not only written or typed language but also verbal instructions using a speech-to-text model.

“As part of our ongoing commitment to improve the customer experience, we are thrilled to introduce 6Eskai, our AI-powered chat assistant,” said Summi Sharma, Senior Vice President, Ifly and Customer Experience, IndiGo.

“This innovative tool will provide seamless support to our passengers, providing prompt and personalized assistance to their travel needs, reflecting IndiGo’s dedication towards technological advancements and customer-centric services,” Sharma said.