InterGlobe Aviation Limited, the parent company of IndiGo, on Monday said the airline has introduced AI chatbot 6Eskai to elevate its customer service experience.
The Gurgaon-based low-cost airline said the internally developed AI chat has shown promising early results by simplifying the booking process through the use of natural language conversations resulting in a 75% reduction in customer service agent workload.
“The AI bot boasts an impressive 1.7 trillion parameters, allowing it to answer various frequently asked questions with ease,” PTI quoted the airline as saying.
“Early results from the soft launch indicate a remarkable 75 percent reduction in customer service agent workload, demonstrating the efficiency and effectiveness of the bot,” the Gurgaon-based low-cost airline said in a release.
“Additionally, 6Eskai makes the booking process extremely simple, using natural language conversations to guide our customers seamlessly through the end-to-end booking journey,” the release added.
The airline further said that IndiGo’s data scientists conducted research on Generative Pre-Trained Transformers (GPT) and programmed the robot using extensive prompt engineering to mimic human behavior, respond to emotions and even infuse humor into interactions.
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Updated: 28 Nov 2023, 00:34 IST
(tagsTo Translate)IndiGo