SriLankan Airlines has deployed chatbot Yaana to transform its customer support delivery through the use of advanced AI and Natural Language Processing (NLP) technologies, which allows it to assist with a wide range of passenger enquiries.
Yaana has been developed in collaboration with CodeGen International, and is now live on SriLankan Airlines’ corporate website.
Chamara Perera, group head of information technology at SriLankan Airlines, 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 enquiries.
By cross-referencing multiple policy documents, real-time data sets, including flight schedules, Yaana ensures that passengers receive reliable, tailored information.
Dimuthu Tennakoon, head of worldwide sales and distribution at SriLankan Airlines, said since going live, Yaana has handled close to 12,000 enquiries with remarkable efficiency, autonomously resolving 88 per cent of them.
The chatbot provides 24/7 assistance, including real-time updates during disruptions, streamlined booking guidance, and personalised support for complex queries.
