Indigo launches AI chatbot 6Eskai; answers customer queries in 10 languages and helps to book tickets

India’s low-cost carrier IndiGo on Monday launched an AI chatbot, 6Eskai, which efficiently addresses customer queries in 10 different languages and boasts to offer a unique platform for booking tickets across the entire network.

The airline also said that this chatbot is powered by the groundbreaking GPT-4 technology which is developed by IndiGo's digital team and Microsoft.

The 6Eskai has managed to reduce 75 per cent of customer service agent workload, the airline said as indicated from the soft launch.


With an astounding 1.7 trillion parameters, the AI bot can easily respond to a wide variety of frequently asked questions.

Further, 6ESkai can perform a variety of functions, including bookings for flights, utilising discount coupons, completing web check-ins, assisting with seat selection, organising travel, responding to frequently asked questions, and setting up client interactions with agents.

The bot can comprehend spoken commands utilising speech-to-text models in addition to written or typed language, the airline said.

"With this breakthrough, IndiGo becomes among the first few airlines in the region to harness cutting-
edge AI technology to enhance customer experience," IndiGo added.

It also makes the booking process easy as the airline says, the bot uses natural language conversations to guide customers through the end to end booking journey.

"IndiGo's team of data scientists have painstakingly done a thorough research on generative pretrained transformers (GPT) and programmed the bot using extensive prompt engineering to mimic human behaviour, respond to emotions, and even infuse humour into interactions, ensuring a more engaging and entertaining experience for its customers," the airline said in a media release.

The airline hopes that launch of the AI chatbot will result in a notable improvement in customer satisfaction as well as greater operational efficiency.