Indian airlines, particularly IndiGo and Air India, are increasingly adopting artificial intelligence-based tools to improve customer care operations. These tools are designed to handle a significant portion of customer queries efficiently, minimizing the workload on human agents while maintaining the quality of interactions.
IndiGo, India's largest domestic carrier, introduced its AI chatbot named 6Eskai in November 2023, developed in collaboration with Microsoft and powered by OpenAI's large multimodal language model, GPT-4. Since its implementation, 6Eskai has significantly reduced the workload of customer service agents by 75%.
It has processed over 6,000 bookings and issued more than 39,000 boarding passes through its website and mobile application. The chatbot now transfers only 2-9% of chats to human experts, compared to 14-19% previously, thereby boosting efficiency by about 5%.
Air India, backed by the Tata group and the largest international operator in India, has also leveraged generative AI with its virtual agent 'AI.g', deployed in 2023. AI.g has handled over two million customer queries, achieving a containment ratio of 93%, with only 7% of queries requiring escalation to human agents. This virtual agent covers over 1,300 topics and provides human-like responses, improving the customer service experience.
Both airlines are focusing on enhancing customer experience and operational efficiency through AI.
In summary, Indian airlines are embracing AI-based tools to streamline customer care operations, improve service efficiency, and enhance the overall travel experience for passengers.
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