IndiGo debuts AI Chat Assistant in 10 languages

IndiGo, India’s largest airline, has introduced its AI-driven chat assistant, ‘6Eskai,’ designed to address customer queries in 10 languages. This move follows Air India’s recent launch of ‘Maharaja’ on November 10, 2023. While ‘Maharaja’ relies on Microsoft’s Azure OpenAI service, ‘6Eskai’ is powered by Microsoft’s GPT-4 technology.

Capable of handling various tasks, including ticket booking, applying discounts, web check-ins, seat selection, and trip planning, ‘6Eskai’ not only comprehends written or typed language but also processes verbal instructions using speech-to-text models. IndiGo reports a notable 75 per cent reduction in customer service agent workload during the soft launch, highlighting the bot’s efficiency.

Additionally, ‘6Eskai’ simplifies the booking process through natural language conversations, guiding customers seamlessly. Air India’s ‘Maharaja’ has successfully managed over half a million customer queries since its March 2023 pilot launch, now handling over 6,000 queries daily in four languages. It covers a wide range of customer queries related to flight status, baggage allowances, check-in, lounge access, flight changes, and more.