IndiGo Launches AI-Powered Booking Assistant on WhatsApp

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(01/07/24)
 IndiGo has
launched an AI conversational booking assistant, 6Eskai, on
WhatsApp.

The innovative addition to IndiGo’s digital ecosystem
is built on the generative AI assistant
platform developed by Riafy, a Google partner.

6Eskai enables customers to book tickets, check-in, generate boarding pass,
check their flight status, and ask their queries on WhatsApp.

The service can address customer queries received via text and voice
messages in English, Hindi and Tamil languages.

Customers can use the service by initiating WhatsApp text on:
+917065145858.

“We are delighted to
announce the launch of our AI-powered travel booking assistant,
6Eskai, on WhatsApp,” said Neetan Chopra, Chief Digital &
Information Officer, IndiGo. “This new feature underscores our
dedication to technological innovation and the enhancement of
customer experience. It is designed to provide immediate,
personalized support to our valued customers, reflecting IndiGo’s
unwavering commitment to progress and customer satisfaction.”

6Eskai leverages Google Cloud’s Large Language Models
and offers
conversational interactions, responds to emotions, and even
infuses humour into responses.

IndiGo’s 6Eskai boasts an impressive 1.7 trillion
parameters, allowing it to answer a diverse range of commonly
asked questions with ease.

The system is capable of performing a wide
range of tasks, including booking tickets, applying promotional
discounts, booking add-ons, performing web check-ins, helping
seat selection, planning trips, answering FAQs, and connecting
customers with an agent.

“We’re excited to join forces with
IndiGo, a brand celebrated for its exceptional customer
experiences and cutting-edge solutions in the aviation industry,”
said Bikram Singh Bedi, Vice President and Country MD, Google
Cloud India. “By utilizing Google Cloud’s leading AI technologies, IndiGo will
provide new customer experiences that tackle complex challenges,
accelerate innovation, and ultimately deliver more value to
users.”

IndiGo operates a fleet of over 350 aircraft on around 2000 daily flights
connecting 85+ domestic destinations and 30+ international
destinations.

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