GNAI Visual Synopsis: An airline customer interacting with a digital chat assistant on a mobile device, representing the integration of AI technology in the aviation industry to enhance customer experience and service efficiency.
One-Sentence Summary
IndiGo has introduced an AI chat assistant called “6Eskai” to address customer queries in 10 languages, following Air India’s launch of “Maharaja,” both leveraging Microsoft’s AI technology to enhance customer service. Read The Full Article
Key Points
- 1. IndiGo’s “6Eskai” is powered by Microsoft’s GPT-4 technology and can handle various tasks, including booking tickets, applying discounts, performing web check-ins, and answering FAQs, reducing customer service agent workload by 75% during its soft launch.
- 2. Air India’s AI chat assistant “Maharaja” has successfully handled over half a million customer queries since its pilot launch in March 2023, now managing over 6,000 queries daily in four languages, addressing a wide array of customer concerns across 1,300 areas related to flight services.
- 3. Both chat assistants enable natural language conversations and verbal instructions and have significantly improved customer service efficiency and effectiveness.
Key Insight
The introduction of AI-powered chat assistants in the aviation sector underscores the industry’s commitment to leveraging technology to enhance customer experience and streamline operations, ultimately aiming to provide more efficient and personalized services to travelers.
Why This Matters
The widespread adoption of AI-powered chat assistants by major airlines reflects a broader trend of technological integration in the aviation industry, aiming to improve customer service, streamline operations, and adapt to evolving consumer preferences for efficient and convenient interactions with service providers.
Notable Quote
“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,” – IndiGo’s statement.
