Transforming Customer Service
SriLankan Airlines has recently unveiled Yaana, an AI-powered chatbot designed to enhance its customer service capabilities. This innovative tool aims to revolutionize the way passengers interact with the airline by utilizing advanced AI and Natural Language Processing (NLP) technologies to assist with a broad range of inquiries.
Key Features of Yaana
- Developed in partnership with CodeGen International (Pvt) Ltd, Yaana is now live on SriLankan Airlinesâ corporate website.
- The chatbot is poised to become an essential asset, especially during unplanned flight disruptions, helping passengers quickly find alternative travel options.
- With multilingual capabilities, Yaana is accessible to SriLankan Airlinesâ diverse global customer base.
How Does Yaana Work?
Yaana operates as a generative AI virtual assistant powered by GPT-4 technology. It features:
- Sophisticated retrieval capabilities to enhance customer interactions.
- A conversational AI framework and custom algorithms that provide rapid, accurate, and empathetic responses.
- The ability to cross-reference multiple policy documents and real-time data sets, ensuring passengers receive reliable and tailored information.
Since its launch, Yaana has efficiently managed nearly 12,000 inquiries, autonomously resolving 88% of reported issues. According to Dimuthu Tennakoon, SriLankan Airlinesâ head of worldwide sales and distribution, "With its scalability, we anticipate Yaana will manage five times the current volume. By providing 24/7 assistance, including real-time updates during disruptions, streamlined booking guidance, and personalized support for complex queries, Yaana will significantly enhance customer service every step of the way."
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