IndiGo Unveils AI-Powered Chat Assistant 6Eskai After Air India

IndiGo, India’s largest airline, announced on Monday the launch of its Artificial Intelligence (AI)-powered chat assistant named 6Eskai. This innovative tool is designed to cater to customer inquiries in a diverse range of languages, marking a significant step forward in enhancing customer service in the aviation industry.

Following Air India’s Lead

IndiGo’s move comes in the wake of Air India’s introduction of its own AI-powered chat assistant, Maharaja, on November 10.
While Maharaja utilizes Microsoft’s Azure OpenAI service, 6Eskai is powered by the advanced technology of Microsoft’s GPT-4, demonstrating the rapid evolution and adoption of AI in the aviation sector.

Versatile Capabilities of 6Eskai

This AI chat assistant is proficient in performing various tasks, including ticket bookings, applying promotional discounts, managing addons, facilitating web check-ins, assisting with seat selection, helping plan trips, answering frequently asked questions (FAQs), and connecting customers with human agents when necessary.
The capabilities of 6Eskai extend beyond conventional customer service functions. Notably, 6Eskai is not limited to written or typed interactions but also comprehends verbal instructions through speech-to-text models.

Impressive Efficiency Metrics

IndiGo reported early results from the soft launch of 6Eskai, indicating a remarkable 75% reduction in the workload of customer service agents.
This showcases the efficiency and effectiveness of the AI-powered chat assistant in handling a substantial volume of customer queries.

Simplified Booking Process

One standout feature highlighted by IndiGo is the simplicity 6Eskai brings to the booking process.
Using natural language conversations, the chat assistant guides customers seamlessly through the end-to-end booking journey, contributing to an enhanced user experience.

Air India’s Success with Maharaja

Air India, in its November 10 announcement, revealed that Maharaja has successfully addressed over half a million customer queries since its pilot launch in March 2023.
Currently managing over 6,000 queries daily across four languages, Maharaja’s scope covers a wide array of customer concerns, including flight status, baggage allowances, packing restrictions, check-in procedures, frequent flyer awards, airport lounge access, flight changes, refunds, and more.