IndiGo, India's largest airline, has developed an AI chat assistant to answer a variety of customer queries in different languages. The airline is the second in the country after Air India to use artificial intelligence in customer-facing operations, indicating the growing impact of AI on Indian aviation.

IndiGo's in-house digital team, in close collaboration with Microsoft, has created a GTP-4 powered chatbot called 6Eskai. The new AI assistant has many features and one of the most important ones is that it can resolve queries in 10 different languages and offers what IndiGo describes as “a single network-wide ticket booking platform.”

6Eskai is equipped with 1.7 trillion parameters that allow it to find solutions for a wide range of customer questions. According to IndiGo, the team of data scientists has “thoroughly” investigated pre-trained generative transformers (GPT). The robot is programmed using extensive rapid engineering that allows it to imitate human behavior, recognize emotions and even add a humorous touch to interactions.

The core of this innovation is, of course, reducing the workload of IndiGo's customer service representatives. Data from the bot's soft launch shows that the workload has been reduced by up to 75%. One of the key features of 6Eskai is that it makes ticket booking easy by interacting in simple, natural language that guides the customer through the booking process.

Some of the other things the new chatbot is good at are applying promotional discounts, booking add-ons, performing web check-ins, helping with seat selection, planning trips, and answering many common doubts and questions. Summi Sharma, SVP, ifly and customer experience, IndiGo, commented:

IndiGo's latest announcement comes soon after Air India unveiled its own generative AI virtual agent, Maharaja, earlier this month. Maharaja is also a multilingual chatbot that speaks Hindi, English, German and French and answers more than 6,000 questions daily.