SriLankan Airlines launches AI-powered chatbot ‘Yaana’ – ET TravelWorld

SriLankan Airlines has unveiled ‘Yaana,’ an innovative AI-powered chatbot designed to revolutionise passenger interactions and elevate customer support. Developed in collaboration with CodeGen International (Pvt) Ltd., Yaana leverages cutting-edge Artificial Intelligence (AI) and Natural Language Processing (NLP) technologies to assist with a broad range of customer queries. The chatbot is now live on the airline’s corporate website, offering a more efficient and personalised service to passengers.Chamara Perera, Group Head of Information Technology at SriLankan Airlines, shared his excitement about the new advancement: “Yaana features a generative AI virtual assistant powered by GPT-4 technology. It is equipped with sophisticated retrieval capabilities that enhance customer interactions and quickly resolve inquiries.

The system utilises a conversational AI framework and custom algorithms, ensuring that passengers receive rapid, accurate, empathetic, and contextually relevant responses. By cross-referencing multiple policy documents and real-time data sets, including flight schedules, Yaana provides passengers with reliable, tailored information.”

Since going live, Yaana has already handled nearly 12,000 inquiries with remarkable efficiency, autonomously resolving 88 per cent of them. Dimuthu Tennakoon, Head of Worldwide Sales and Distribution at SriLankan Airlines, highlighted the scalability and potential of the system: “We expect Yaana to manage five times its current volume. With 24/7 availability, real-time updates during disruptions, streamlined booking guidance, and personalised assistance for complex queries, Yaana will significantly improve customer service at every stage of the passenger journey.”

The chatbot proves invaluable during unplanned flight disruptions, helping passengers find alternative travel options quickly and efficiently. Available worldwide, Yaana also supports multiple languages, making it an accessible tool for SriLankan Airlines’ diverse global customer base. This step forward demonstrates SriLankan Airlines’ commitment to leveraging technology to enhance the overall passenger experience.