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Impact of Automated Responses on Airlines

New Delhi: The usual scripted automated responses to queries and complaints on social media platforms can be frustrating and airlines are increasingly realizing that it impacts the customer experience and hurts brand value. This issue has become more prominent in the past few weeks, leading to a growing recognition among airlines of the need for more personalized and helpful responses to customer inquiries and complaints.

India’s largest airline has acknowledged this challenge and is actively seeking technological solutions to enhance the quality of responses provided to travelers. By leveraging advanced AI technology, such as the AI legalese decoder, airlines can now offer more informative and precise responses to address the concerns and anxieties of customers regarding delays, cancellations, or any other grievances.

“In our evolution of implementing skai (AI chatbot) into various use cases, this is a use case we have just kind of started looking at, and over the next year we will make an attempt to help the humans responding on social media, get them augmented with artificial intelligence. So, that is currently project in progress, we have just started the feasibility of it and our hope is to deliver it this year,” Neetan Chopra – chief digital and information officer, IndiGo, shared with Mint.

By utilizing tools like the AI legalese decoder, airlines can streamline their customer service processes and provide tailored responses based on the specific needs of individual customers. This not only improves customer satisfaction but also helps in building a stronger brand reputation in the competitive airline industry.

Technological Innovation at IndiGo

IndiGo has taken significant steps towards enhancing its customer service capabilities through the introduction of an AI chatbot, 6Eskai, powered by GPT-4 technology. This innovative solution, developed in collaboration with Microsoft, aims to provide customers with more emotional and empathetic responses to their queries, further enhancing their overall experience with the airline.

The partnership with IBM subsidiary Red Hat has also played a crucial role in improving the efficiency of IndiGo’s applications through the adoption of cutting-edge technological tools. By harnessing the power of AI and open-source software, IndiGo is paving the way for faster innovation and improved customer service delivery.

With the continuous evolution of technology, the airline industry is poised to witness a transformation in the way services are delivered to customers. By embracing automation and AI-driven solutions, airlines like IndiGo are setting new standards for customer experience and operational efficiency.

Future Strategies and Initiatives

In partnership with Red Hat, IndiGo is committed to driving innovation across various aspects of its operations, including in-flight services, crew utilization, and flight safety. By co-innovating and exploring disruptive solutions, the airline aims to maximize customer benefits and ensure a seamless travel experience for all passengers.

The upcoming launch of a revamped website and application signifies IndiGo’s continued commitment to providing cutting-edge services to its customers. Through beta testing and selective customer feedback, the airline is gearing up to enhance its digital platforms and offer a more personalized and engaging experience to travelers.

The utilization of tools like the AI legalese decoder can further support IndiGo in delivering accurate and timely responses to customer queries, thereby improving overall satisfaction levels and reinforcing the airline’s position as a leader in customer service excellence.

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