IndiGo Enhances Customer Service with 6Eskai on WhatsApp

Thursday, June 20, 2024

IndiGo, the airline of choice in India, has advanced its customer service by introducing the AI-powered conversational assistant, 6Eskai, via WhatsApp. This cutting-edge tool is part of IndiGo’s expanding digital offerings, designed to streamline travel planning directly through travelers’ smartphones. Developed in collaboration with Riafy, a partner of Google, 6Eskai enables users to manage bookings, perform check-ins, produce boarding passes, track flight statuses, and resolve inquiries through WhatsApp, using text and voice in English, Hindi, and Tamil. This service operates on the phone number +91 7065145858.

To make this possible, 6Eskai utilizes Google Cloud’s Advanced Language Models, which have been intricately tuned to engage in meaningful conversations, recognize emotional cues, and even incorporate humor, enhancing user interaction. This WhatsApp-based extension is set to improve IndiGo’s already robust digital booking system, making the process even more convenient for its users.

6Eskai is equipped with a formidable 1.7 trillion parameters, making it adept at handling a wide array of questions and tasks such as applying discounts, managing add-ons, conducting online check-ins, assisting with seat selection, planning trips, responding to frequently asked questions, and connecting customers to live support.

Neetan Chopra, Chief Digital & Information Officer, IndiGo said, “We are delighted to announce the launch of our AI-powered travel booking assistant, 6Eskai, on WhatsApp. As India’s preferred airline, IndiGo is committed to delivering superior digital services by harnessing cutting-edge technology. 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.”

Bikram Singh Bedi, Vice President and Country MD, Google Cloud India added, “We’re excited to join forces with IndiGo, a brand celebrated for its exceptional customer experiences and cutting-edge solutions in the aviation industry. 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 continues to grow as one of the leading budget airlines globally, adhering to its commitment to offer low-cost fares, punctual flights, and a smooth, courteous travel experience across its extensive network.