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.