IndiGo introduces its own AI-powered chatbot, ‘6Eskai’, to help customers with flight tickets

In a move to enhance customer service, InterGlobe Aviation Limited, the parent company of IndiGo, has introduced a cutting-edge AI chatbot named ‘6Eskai’ to address customers in 10 different languages.

IndiGo's 6Eskai has demonstrated promising results, boasting an impressive 1.7 trillion parameters. The airline reports a substantial 75 percent reduction in the workload of customer service agents during the early stages of the soft launch. The AI bot achieves this efficiency by responding to a diverse range of commonly asked questions with ease.

"The AI bot boasts an impressive 1.7 trillion parameters, allowing it to answer a diverse range of commonly asked questions with ease."

Indigo Airline

Applications of 6Eskai

The chatbot, 6Eskai, stands out for its simplicity in guiding customers through the end-to-end booking journey. Using natural language conversations, it not only makes bookings but also addresses various customer queries, applying promotional discounts, booking addons, assisting in web check-ins, helping with seat selection, and even planning trips.

Furthermore, 6Eskai makes the booking process extremely simple, using natural language conversations to guide our customers seamlessly through the end-to-end booking journey,the airline emphasised in a release.

Advanced technology behind 6Eskai

IndiGo's data scientists conducted research on generative pre-trained transformers (GPT) and utilised extensive prompt engineering to program 6Eskai. The chatbot mimics human behaviour, responds to emotions, and can even infuse humour into interactions.

"IndiGo's data scientists researched Generative Pre-trained Transformers (GPT) and programmed the bot using extensive prompt engineering to mimic human behaviour, respond to emotions, and even infuse humour into interactions," quoted the airline.

Following in the footsteps

IndiGo follows in the footsteps of Air India, which launched its own AI-powered chat assistant named 'Maharaja'. While Maharaja is powered by Microsoft's Azure OpenAI service, 6Eskai utilises Microsoft's GPT-4 technology.

In the evolving landscape of air travel, these AI-powered chatbots represent a step forward in improving the overall customer experience, making interactions more intuitive and streamlined.