IndiGo, a leading Indian airline, has announced the implementation of an Artificial Intelligence (AI) chatbot, named 6Eskai, aimed at streamlining customer service and simplifying the booking process through natural language conversations.
The airline revealed that the AI bot boasts an impressive 1.7 trillion parameters, enabling it to efficiently address a wide range of commonly asked questions. This advancement is expected to reduce the workload of customer service agents significantly.
In a press release, IndiGo highlighted that their data scientists conducted thorough research on Generative Pre-trained Transformers (GPT) and employed extensive prompt engineering to program the bot. This approach mimics human behavior, enables the bot to respond to emotions, and even injects humor into interactions.
Early results from the soft launch of 6Eskai have shown a remarkable 75 percent reduction in the workload of customer service agents, showcasing the efficiency and effectiveness of the AI chatbot. Moreover, the chatbot, in natural language conversations, simplifies the end-to-end booking journey for customers.
The introduction of 6Eskai aligns with a broader trend in the airline industry, where many carriers are leveraging AI-driven solutions to enhance customer service and operational efficiency. IndiGo’s adoption of this advanced AI technology is a strategic move to offer an improved and seamless experience to its customers in the rapidly evolving landscape of aviation technology.
