Indigo boosts customer satisfaction to 87% with AI automation

Discover how Indigo used conversational AI automation to enable fast and efficient customer support for 500K+ customers in just a few weeks

Use Cases:

Flight information, web check-in, change/cancellation

Channels

WhatsApp, Website

Indigo is India’s largest passenger airline flying to 100 destinations with a focus on three pillars: offering low fares, being on time and delivering a courteous and hassle-free experience for 1,600+ daily flights.

Founded

Website

Industry

Region

Challenge

Enable efficient customer support to handle high query volume 24/7 and reduce support costs with limited agent bandwidth.

With a vision to improve end-to-end customer experience, Indigo needed an automation solution that could integrate with their existing systems. They wanted to make customer support operations more efficient and cost-effective by automating repetitive queries and ensuring that only complex queries reached live agents. Indigo also wanted to run outbound awareness campaigns and engage customers with loyalty programs.

Solution – Dynamic AI Agent – Dottie

01.

24/7 customer service

Yellow.ai deployed Dottie, a dynamic AI agent, to enable round-the-clock self-serve options on WhatsApp and website. Dottie helped automate 35+ use cases with 300+ user journeys like booking a meal, booking tickets, canceling flights, refunds and managing loyalty programs by leveraging API integrations with Indigo’s backend systems.

02.

High accuracy DynamicNLP^TM

Dottie can understand customer queries and respond with high accuracy powered by Yellow.ai’s proprietary DynamicNLP^TM engine pre-trained on over 2 Billion real-world conversations. With only a 1.69% unidentified utterance rate, Dottie suggests closest possible alternate answers to customers with a user acceptance rate of 90%.

03.

Seamless channel switching

Dottie enables seamless channel switching between website and WhatsApp. Historical context is carried across channels so customers don’t need to repeat queries.

04.

Outbound awareness campaigns

Indigo leverages automation for outbound campaigns to share important information and promote discounted offers via push notifications, with opt-in and opt-out options.

Impact

High Customer Satisfaction

average CSAT scores

High Adoption

K+

opt-ins for WhatsApp Campaigns

Volume Handling

M+

messages exchanged in a quarter

“At Indigo, we are highly focused on providing a fast, efficient and memorable experience for our customers. Yellow.ai has helped us accelerate our AI automation journey enabled by DynamicNLP where we can design conversational AI flows within minutes, while reducing training data-related costs and efforts. The Dottie bot seamlessly resolves queries for 500K+ users every quarter, providing customers with a quick and hassle-free experience for a plethora of services like web check-in, booking management, flight information and more, on their preferred digital channels.”

Abir Lavasa

Sr. Manager, Digital, Indigo

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