IndiGo Launches 6Eskai AI Chat Assistant for Web and Mobile

Tuesday, November 28, 2023

IndiGo, a prominent Indian airline, has introduced an AI chatbot named 6Eskai, leveraging the innovative GPT-4 technology. Developed internally by the IndiGo digital team in collaboration with Microsoft, this AI chatbot marks a noteworthy achievement for the airline. Capable of handling customer queries in 10 different languages, 6Eskai also provides a unique platform for booking tickets across the airline’s entire network.

This breakthrough positions IndiGo as one of the pioneering airlines in the region to leverage advanced AI technology for improving customer experience. Preliminary results from the soft launch reveal a significant 75% reduction in the workload of customer service agents, highlighting the efficiency and effectiveness of the bot. Additionally, 6Eskai streamlines the booking process, employing natural language conversations to guide customers seamlessly through the end-to-end booking journey. 

The AI bot is equipped with an impressive 1.7 trillion parameters, enabling it to effortlessly address a diverse range of commonly asked questions. IndiGo’s team of data scientists conducted thorough research on generative pre-trained transformers (GPT) and meticulously programmed the bot using extensive prompt engineering. This approach allows the bot to mimic human behavior, respond to emotions, and even inject humor into interactions, ensuring a more engaging and entertaining experience for customers. 

6ESkai is a versatile AI bot capable of handling various tasks such as booking tickets, applying promotional discounts, booking add-ons, facilitating web check-ins, assisting with seat selection, trip planning, answering frequently asked questions, and connecting customers with an agent. Beyond understanding written or typed language, the bot can also comprehend verbal instructions through speech-to-text models, enhancing its flexibility and user interaction capabilities. 

Summi Sharma, Senior Vice President ifly and Customer Experience, IndiGo said, “We are thrilled to introduce 6Eskai, our AI-driven chat assistant, as part of our ongoing commitment to enhancing customer experience. This innovative tool will offer seamless support to our passengers, providing quick and personalised assistance for their travel needs, reflecting IndiGo’s dedication to technological advancements and customer-centric services.”

IndiGo remains steadfast in its commitment to providing outstanding service and adopting cutting-edge technology for its customers.

« Back to Page

• Jet2.com Crowned Best Airline at Routes Europe 2024 Awards

• International Air Transport Association Urges Pakistan and Bangladesh to Unlock Airlines $720M Revenue

• China Southern Airlines Expands Routes to Qatar Through Hamad International Airport

• Japan Airlines ESG Focus Earns Recognition in Tokyo Stock Exchange’s SX Brands 2024

• UNICEF and Iberia Team Up to Strengthen Child Survival in Latin America and the Caribbean