SriLankan Airlines is making a significant leap in customer service with the launch of ‘Yaana’, an AI-driven chatbot.

This chatbot is designed to improve the customer support experience by utilizing advanced AI and Natural Language Processing (NLP) technologies for a variety of passenger inquiries.

Developed in partnership with CodeGen International (Pvt) Ltd, Yaana is now available on the airline’s corporate website.

Chamara Perera, the Group Head of Information Technology, stated, “Yaana features a generative AI virtual assistant powered by GPT-4 technology, equipped with sophisticated retrieval capabilities to enhance customer interactions and efficiently address inquiries.”

Dimuthu Tennakoon, the Head of Worldwide Sales and Distribution, remarked, “Yaana has managed nearly 12,000 inquiries successfully, autonomously resolving 88% of them. With its scalability, we expect it to handle fivefold the current volume.”

The chatbot is vital for aiding passengers during unplanned flight disruptions, thus making it an essential tool for SriLankan Airlines while emphasizing its commitment to innovate in customer-centric services.