Indigo flyers can now book tickets on WhatsApp: How to use this service

Domestic airline service IndiGo has launched its AI conversational booking assistant, 6Eskai, on WhatsApp. With this addition to IndiGo’s digital ecosystem, the airline company aims to provide seamless travel solutions to its customers. Built on the generative AI assistant platform developed by Riafy, a Google partner, this service will allow customers to book tickets, check in, generate boarding passes, check their flight status and ask their queries on WhatsApp.
Powered by this technology, this service will address customer queries received via text and voice messages in English, Hindi and Tamil languages initially. The flight operator also shared emails to its customers to announce the WhatsApp service.

To use this service, customers can initiate a WhatsApp by sending a text to this number - +91 7065145858. For this WhatsApp service, 6Eskai leverages Google Cloud’s Large Language Models. This service offers conversational interactions, responds to emotions, and even infuses humour into responses, ensuring a more engaging experience for customers.

The extension of this service on WhatsApp aims to enhance the hassle-free travel booking services available to customers through IndiGo’s digital channels. IndiGo’s 6Eskai boasts 1.7 trillion parameters, allowing it to answer a diverse range of commonly asked questions. It is capable of performing a wide range of tasks, including booking tickets, applying promotional discounts, booking addons, performing web check-ins, helping in seat selection, planning trips, answering FAQs, and connecting customers with an agent.

Neetan Chopra, Chief Digital & Information Officer, IndiGo said: "We are delighted to announce the launch of our AI-powered travel booking assistant, 6Eskai, on WhatsApp. As India's preferred airline, IndiGo is committed to delivering superior digital services by harnessing cutting-edge technology. This new feature underscores our dedication to technological innovation and the enhancement of customer experience. It is designed to provide immediate, personalised support to our valued customers, reflecting IndiGo's unwavering commitment to progress and customer satisfaction."
Commenting on the announcement, Bikram Singh Bedi, Vice President and Country MD, of Google Cloud India added: “We're excited to join forces with IndiGo, a brand celebrated for its exceptional customer experiences and cutting-edge solutions in the aviation industry. By utilising Google Cloud’s leading AI technologies, IndiGo will provide new customer experiences that tackle complex challenges, accelerate innovation, and ultimately deliver more value to users.”