IndiGo working on better automated responses to complaints, queries

livemint.com:

airline has noticed this as a problem over the past few weeks and has started working on technological solutions to provide more informative and precise responses, to queries and complaints by travelllers, which would aim to address their concerns and anxiety about a delay, cancellation, or any other grievance. “In our evolution of implementing skai (AI chatbot) into various use cases, this is a use case we have just kind of started looking at, and over the next year we will make an attempt to help the humans responding on social media, get them augmented with artificial intelligence.

So, that is currently project in progress, we have just started the feasibility of it and our hope is to deliver it this year," Neetan Chopra - chief digital and information officer, IndiGo, told Mint. IndiGo launched an AI chatbot, 6Eskai, powered by GPT-4 technology in November 2023.

It was developed in-house by IndiGo's digital team, in close collaboration with Microsoft. Generative Pre-trained Transformer 4 is a multimodal large language model that generates text from textual and visual input.

By consistently scanning customer chats, the airline is also working on making its 6Eskai platform more emotional in its responses to customers. The airline has been working with IBM subsidiary Red Hat, which provides open source software products to enterprises, to improve the efficiency and experience of over 100 applications for IndiGo by adopting newer technological tools.