AI chatbot helps reduce customer agents' workload, makes booking process simple, says IndiGo
IndiGo on Monday said it has started using an AI chatbot that is helping in reducing customer service agents' workload and making booking process more simple with the use of natural language conversations. "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 said.
In a release, the Indigo also said its data scientists did 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.
"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," the release said.
Many airlines are using Artificial Intelligence (AI) driven solutions.
India is projected to see a domestic air passenger traffic of around 155 million in the current financial year while the number of grounded aircraft of the domestic carriers is expected to be around 200, according to a report released on Monday.
Aviation advisory firm CAPA India said the international air passenger traffic is anticipated to be about 70 million in the year ending March 2024.
"Domestic air traffic in FY2024 has remained above FY2020 levels in every month to date, although the strength of recovery has eased in the last couple of months.
"Since May 2023, international traffic has remained largely in line with FY2020 but is expected to move ahead in the remainder of the year," it
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