SriLankan Airlines launches AI-powered chatbot to enhance customer support

Saturday, 8 February 2025 02:03 - - {{hitsCtrl.values.hits}}

SriLankan Airlines has launched ‘Yaana,’ an Artificial Intelligence (AI)-powered chatbot.

‘Yaana’ is set to transform customer support and the way passengers interact with the airline by leveraging advanced AI and Natural Language Processing (NLP) technologies to intelligently assist with a wide range of passenger inquiries. Developed in collaboration with CodeGen International Ltd., ‘Yaana’ is now live on SriLankan Airlines’ corporate website.

SriLankan Airlines Group Information Technology Head Chamara Perera said: “‘Yaana’ features a generative AI virtual assistant powered by GPT-4 technology and is equipped with sophisticated retrieval capabilities to enhance customer interactions and efficiently address inquiries.

The system also utilises a conversational AI framework and custom AI algorithms to deliver rapid, accurate, empathetic, and contextually relevant responses. By cross-referencing multiple policy documents, real-time data sets, including flight schedules, ‘Yaana’ ensures that passengers receive reliable, tailored information.” Wo rl dwide Sales and Distribution Head Dimuthu Tennakoon said: “Since going live, ‘Yaana’ has handled close to 12,000 inquiries with remarkable efficiency, autonomously resolving 88% of them. Furthermore, 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 personalised support for complex queries, ‘Yaana’ will significantly enhance customer service every step of the way.” The chatbot wil l prove especially indispensable during unplanned flight disruptions, a common occurrence in the airline industry, by assisting passengers in swiftly finding alternative travel options.

Available globally, ‘Yaan’a also has multilingual capabilities, making it accessible to SriLankan Airlines’ diverse, global customer base. For SriLankan Airlines, an airline committed to using technological advancements to elevate the travel experience for passengers, ‘Yaana’ marks a significant milestone in its digital evolution. Wi t h t h i s l a u n c h , SriLankan Airlines reaffirms its commitment to being one of South Asia’s most innovative and customer- focused airlines.

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