IndiaTravel and aviation2023 – ongoingInterGlobe Aviation (IndiGo)
6Eskai generative AI customer service chatbot
IndiGo said 6Eskai handled 91% of customer chats
Problem
IndiGo needed human agents for conversations its earlier chatbot could not resolve. Its Dottie chatbot transferred 14% of chats to experts.
Approach
IndiGo launched the GPT-4-powered 6Eskai in November 2023, built by its digital team with Microsoft. It supported customer queries and ticket booking. By April 2024, IndiGo said it handled 91% of chats, with the remainder transferred to experts.
Results
Takeaway
IndiGo retained human escalation alongside the chatbot. Its estimate of staffing needed without 6Eskai was a counterfactual, rather than a measured reduction in headcount.
Categories
- Size
- Large enterprise
- Industry
- Travel and aviation
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Generative AIConversational and voice AI
- Adoption
- Partner co-development
- Evidence
- Company's own claim
Sources
Source summaries
An IndiGo spokesperson said 6Eskai handled 91% of chats, compared with Dottie's 86%. The airline said it operated with 69 chat experts and estimated it would have needed 107 without 6Eskai.
IndiGo announced its GPT-4 chatbot, developed internally with Microsoft. It described multilingual customer support and conversational ticket booking.
Full details are in the original sources.
