Discover how India's largest airlines are revolutionizing
customer service using AI
.
IndiGo and Air India are leveraging
AI-based tools
to improve their customer care services.
In November 2023, IndiGo launched
6Eskai
, an AI chatbot developed with Microsoft and powered by OpenAI's GPT-4.
Since its launch, 6Eskai has reduced the workload of customer service agents by
75%.
The chatbot now transfers only
2-9%
of chats to human agents, compared to
14-19% previously
, boosting efficiency.
IndiGo conducts daily scans of
customer chat
interactions to enhance the AI chatbot's performance and user experience.
Air India's generative AI virtual agent,
AI.g
, launched in 2023, has handled over
two million
customer queries.
AI.g has a containment ratio of
93%
, meaning only
7%
of queries are escalated to human agents.
Air India is incorporating computer vision technologies and AI in marketing and operations to enhance
customer experience
.
AI use in Indian airlines is set to grow, providing more
relevant information
to travelers and
improving overall service efficiency.