Towards new heights with customer journey
At the forefront of the airline industry’s trajectory is customer engagement. IndiGo reflects on the transformative impact of advanced technology and customer-centric strategies and sets off on a journey to explore how this fusion could help reshape the flight booking experience, to redefine the passenger journey and elevate the standards of service in the aviation industry.
The result was IndiGo 6Eskai, an exceptionally hassle-free and enjoyable digital channel for booking flights and accessing IndiGo services.
From contact centre to digital centre
IndiGo aspired to deliver an exceptionally simple and delightful digital channel for customers, facilitating the seamless booking of flights and access to IndiGo services. Simultaneously, the objective was to drive more efficiency at its contact center so that they can handle more complex cases.
This led to the development of 6Eskai which redefines user interfaces for IndiGo customers. This platform enables users to effortlessly book IndiGo flights, access travel services, and receive answers using natural language. IndiGo co-created this innovation in collaboration with Microsoft, leveraging advanced capabilities of Azure cloud and incorporating Azure Open AI’s GPT-4 and GPT-4 Turbo models.
6Eskai also stands out for its clever prompt engineering, ensuring responses that are not only hassle-free but also natural, empathetic, and distinctly reflective of the IndiGo brand in tone and tonality.
Neetan Chopra
CDIO
IndiGo
At IndiGo we innovate to simplify for our customers. 6Eskai provides an effortless conversational service, with a deft touch of empathy and humour. We are delighted to co-create this disruptive innovation with Microsoft and usher in an era of AI enabled CX at scale, in service of our beloved customers.
75%+
reduction in workload of chatbased customer service agents
750+
bookings made by 6Eskai without human intervention
14 Lakhs
interactions with our customers
12,000
customer smiles thanks to its unique engagement style
IndiGo is India’s largest and most preferred passenger airline and amongst the fastest growing airline in the world.
More details at https://www.goindigo.in
Indegene
Infosys