IndiGo, India’s preferred airline, takes another stride towards enhancing customer experience with the launch of its AI conversational booking assistant, 6Eskai, on WhatsApp. This innovative addition to IndiGo’s digital ecosystem aims to provide seamless travel solutions, now conveniently at the fingertips of travelers. Built on the generative AI assistant platform developed by Riafy, a Google partner, this service will allow customers to book tickets, check-in, generate boarding pass, check their flight status, and ask their queries on WhatsApp. Powered by this groundbreaking technology, this service will efficiently address customer queries received via text and voice messages in English, Hindi, and Tamil languages initially. The customers can use this service by initiating WhatsApp text on – +91 7065145858.
To support this service on WhatsApp, 6Eskai leverages Google Cloud’s Large Language Models. With extensive prompt engineering, this service offers conversational interactions, responds to emotions, and even infuses humour into responses, ensuring a more engaging experience for customers. The extension of this service on WhatsApp will significantly enhance the hassle-free travel booking services available to customers, through the IndiGo’s digital channels.
IndiGo’s 6Eskai boasts an impressive 1.7 trillion parameters, allowing it to answer a diverse range of commonly asked questions with ease. It is capable of performing a wide range of tasks, including booking tickets, applying promotional discounts, booking addons, performing web check-ins, helping in seat selection, planning trips, answering FAQs, and connecting customers with an agent.
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.”
