IndiaTravel and aviation2026 – ongoingEaseMyTrip
EVA AI travel assistant on WhatsApp, web chat and ChatGPT
EaseMyTrip's EVA assistant handled over 2.5 million interactions on WhatsApp and web chat, its CEO said
Problem
Travellers contact EaseMyTrip about itineraries, cancellations, refunds and baggage rules, and routine requests add load to support teams.
Approach
EaseMyTrip runs EVA, an AI assistant on WhatsApp and its web chatbot. It helps users find flights and hotels, explains booking details and cancellation policies, and handles post-booking requests. Human teams take complex cases. In April 2026 the company also made flight and hotel search available inside OpenAI's ChatGPT app, and the CEO's interview says EVA integrates with ChatGPT.
Results
Takeaway
EaseMyTrip reported usage volume but no resolution or cost figures. The ChatGPT app adds a second place where customers can start a search.
Categories
- Industry
- Travel and aviation
- Business function
- Customer serviceMarketing and sales
- Innovation type
- Process innovationProduct and service innovation
- AI technology
- Conversational and voice AIGenerative AI
- Adoption
- Built in-house
- Evidence
- Company's own claim
Sources
Source summaries
An interview with EaseMyTrip CEO Rikant Pittie on how EVA works across WhatsApp and the web chatbot. It gives one figure, more than 2.5 million interactions, and says human teams handle complex cases.
The article reports that EaseMyTrip became the first listed Indian online travel company to integrate with ChatGPT's app, so users can search flights and hotels in natural language. It gives no usage figures.
Full details are in the original sources.