Customer care has gone to the bots

GenAI being used increasingly by companies with over 90% resolution rate

- REWATI KARAN

COMPANIES WITH HIGH customer engagement are increasingly employing artificial intelligent (AI) chatbots for multiple reasons — primarily to cut costs, to automate repetitive tasks, simplify procedures and reduce time consumed.

Most companies that have deployed AI representatives in dealing with customer issues and queries boast of over 90% resolution rate.

"Currently, 93% of customer queries are resolved with complete closure through our AI chatbot, 6Eskai platform," Indigo airlines told FE.

IndiGo launched its AI conversational booking assistant 6Eskai in June last year on WhatsApp to offer travel solutions to flyers, who can use it to book tickets, check-in, generate boarding passes, check flight status, besides other queries.

Air India launched a virtual travel assistant called AI.g in May 2023 for customer service and the company claims that the bot autonomously answers 97% of enquiries without any human intervention.