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Airline intelligence / IndiGo

IndiGo's 6Eskai chatbot books flights in 10 languages using GPT-4

IndiGo launched 6Eskai, a GPT-4 chat assistant built by its own digital team with Microsoft, in November 2023. It books tickets and handles check-in and seat selection in 10 languages. The airline said its soft launch cut customer service agent workload by 75%, and has published no figures since.

The operating picture

A chatbot that completes the booking

IndiGo VT-IJB A320neo Mumbai Apr22 R16 05934
IndiGo VT-IJB A320neo Mumbai Apr22 R16 05934. Photograph: This Photo was taken by Timothy A. Gonsalves. Feel free to use my photos, but please mention me as the author. I would much apprec / CC BY-SA 4.0 (cropped to fit). Illustrates the airline, not an AI deployment.

IndiGo's chat assistant works on the airline's website and app, takes typed or spoken requests and carries a task through to the end. It can book a ticket, apply a promotional discount, add extras, complete web check-in and help with seat selection, as well as answering common questions.

When a conversation needs a person, 6Eskai connects the customer to a human agent.

Selected implementations

The work behind the evidence

01 / Deployed

Bookings and check-in by conversation

The operational problem

Routine bookings, changes and check-in questions make up much of an airline contact centre's load, and customers write in many languages.

What the evidence reports

IndiGo said on 27 November 2023 that 6Eskai, powered by GPT-4, had been built in house by its digital team working closely with Microsoft. It answers in 10 languages and handles bookings, discounts, extras, web check-in, seat selection and trip planning. Early results from the soft launch showed a 75% reduction in the workload of customer service agents, according to the airline. Summi Sharma, senior vice president for ifly and customer experience, introduced it as IndiGo's AI chat assistant.

Operational significance

The assistant completes transactions, which puts it closer to the airline's revenue than an assistant that only answers questions.

Evidence still needed

The 75% figure comes from a soft launch in 2023 and has not been updated. IndiGo has not published usage, completion or error rates for 6Eskai in general release.

Sources and verification (1)

Economic Times Travel · Evidence grade B

A source can verify an announcement without verifying its projected outcome.

The wider register

Other tracked activity

Other records are shown separately, including non-AI technology and programmes at different stages of deployment. A register entry does not establish a measured AI benefit.

No other publicly listed records.

Editorial assessment

IndiGo put a GPT-4 assistant in front of customers for bookings and check-in in 2023, with a person available when it falls short.

The evidence that would move this profile on is current data: how many bookings the assistant completes, and whether the workload reduction held after launch.

Live data from the Aerostack register. Status reflects published evidence only. See Our approach for how records are graded.

Aerostack tracks AI deployments across airports and airlines, with the published evidence behind each record. Photography is real aviation imagery. Record thumbnails may show the named airport or airline; other photographs do not.