AI chatbot helps simplify booking process: IndiGo

IndiGo announced on Monday the implementation of an AI chatbot that aims to streamline customer service operations and simplify the booking process through natural language conversations.

The airline highlighted the AI bot's capability, equipped with an impressive 1.7 trillion parameters, enabling it to efficiently address a wide range of frequently asked questions.

According to the carrier, its data scientists extensively researched generative pre-trained transformers (GPT) and programmed the bot with sophisticated prompt engineering to replicate human-like behavior. The bot is designed to respond to emotions and even inject humour into interactions.

IndiGo reported promising initial outcomes from the bot's soft launch, indicating a significant 75 per cent reduction in the workload of customer service agents. Additionally, the bot, named 6Eskai, facilitates a straightforward booking process by guiding customers seamlessly through the end-to-end journey using natural language conversations.

The utilisation of AI-driven solutions in the airline industry is becoming increasingly prevalent as carriers seek to enhance operational efficiency and customer experience.

(With PTI Inputs)