IndiGo and Air India, two of India’s biggest airlines, are using AI-based tools to make their customer service better. They want to solve most customer queries through virtual assistants, making their operations more efficient.
IndiGo’s AI Tool
IndiGo, the largest domestic airline in India, launched its AI chatbot called 6Eskai in November 2023. This chatbot, created with Microsoft’s help and powered by OpenAI’s GPT-4, has significantly reduced the workload for customer service agents by 75%.
- Performance: Since its launch, 6Eskai has handled over 6,000 bookings and issued over 39,000 boarding passes.
- Efficiency: The chatbot transfers only 2-9% of chats to human agents, compared to the previous virtual assistant, Dottie, which transferred 14-19% of chats.
- Continuous Improvement: IndiGo regularly reviews customer interactions with the chatbot to enhance the service.
Air India’s AI Tool
Air India, the largest international airline in India, is also seeing benefits from its AI virtual assistant named AI.g, introduced in 2023.
- Performance: AI.g has handled over two million customer queries, with a 93% containment ratio, meaning only 7% of queries need a human agent.
- Capabilities: AI.g can handle over 1,300 topics and provides responses similar to those of a human, using general knowledge.
Future Plans
Air India is integrating more AI technologies to improve customer experiences, such as using computer vision in their mobile app and AI for various marketing tasks. They have also developed a CoPilot plugin for Microsoft Teams to help employees ask questions about the airline’s functions and performance.
- Widespread AI Use: Air India plans to increase its use of AI across many areas in the next year or two.
Industry Trends
According to Amadeus, a travel and tourism tech company, the use of AI in customer support and digital virtual assistants will grow over time. Indian airlines are already exploring how AI tools can provide relevant information to travelers during their journeys.
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