Indigo launches AI chatbot 6Eskai to answer customer queries in 10 languages

IndiGo on Monday (November 27) launched an AI chatbot, 6Eskai, powered by the groundbreaking GPT-4 technology, to address customer queries in 10 different languages. The AI chatbot offers a first-of-a-kind platform for booking tickets across the entire network.
 
IndiGo is among the first few airlines in the region to harness cutting-edge AI technology to enhance the customer experience. Early results from the soft launch indicate a remarkable 75 per cent reduction in customer service agent workload, showcasing the efficiency and effectiveness of the bot. "Furthermore, 6Eskai, makes the booking process extremely simple, using natural language conversations to guide our customers seamlessly through the end-to-end booking journey," IndiGo said in a press release.
 
The AI bot boasts an impressive 1.7 trillion parameters, allowing it to answer a diverse range of commonly asked questions with ease. The airline's statement says, "IndiGo's team of data scientists has painstakingly done thorough research on 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, ensuring a more engaging and entertaining experience for its customers."
 
6ESkai is capable of performing a wide range of tasks, including booking tickets, applying promotional discounts, booking add-ons, performing web check-ins, helping in seat selection, planning trips, answering FAQs, and connecting customers with an agent.
 
The bot is not only capable of understanding written or typed language but also verbal instructions using speech-to-text models.