Indigo Working on Effective and Humanely Automated Grievance Redressal Mechanism

Indigo is working on its existing website and application to address customers' concerns more effectively and humanely. The website is likely to be released to a sample of customers and tested before its launch next month.

Currently, Indigo has in-house AI chatbot which was launched last year in November. The digital team of IndiGo launched 6Eskai powered by GPT-4 technology. It helps in addressing customers queries by scanning their chats and has a multimodal large language model. The company is more focused on changes that will give emotional responses to customer queries rather than pure automated responses.

"In our evolution of implementing 6Eskai (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 in progress, we have just started the feasibility of it and our hope is to deliver it this year," said Neetan Chopra, Chief Digital and Information Officer, IndiGo as per the Mint's report.

The airline in the present aims to address the issues related to flight delays, cancellation and complains for now. But the company plans to to expand the role of its technology based assistance to services like meal allocations, health of planes, utilization of crew for better customer experience, faster and safer flights, told Viju Chakarapany in the report.

The company is already working closely with Red Hat for the role expansion. Red Hat is an American global leader in providing open source solution. Together, they are hiring full-stack developers for the development of the applications. Two drives of the hiring process has already been done informed Chakarapany. He is the vice-president, Commercial Sales, Red Hat Asia Pacific.

There are other airlines as well who are using AI to provide a solution mechanism. Last year, reportedly, Air India made an investment of $200 million to adopt artificial Intelligence and make it more digitally advanced. The Tata group-owned airline already has Vihaan.AI in place.