Airlines ride AI: Less work for agents, human-like responses for passengers

From human-like responses to reduced workload for customer service agents to utilisation of trillions of parameters for answering air passengers’ queries, artificial intelligence is providing the technological tailwinds for Indian airlines as they cater to rising traffic.

For Air India, which has embarked on a five-year transformation plan, Artificial Intelligence (AI) use will be “pervasive” and its generative AI virtual agent AI.g handles over 1,300 topics.

And the country’s largest airline IndiGo has AI chatbot 6Eskai that has 1.7 trillion parameters, allowing it to answer questions with ease. Also, the bot can understand written, typed language, and verbal instructions using speech-to-text models.