SriLankan Airlines Launches AI-Driven Customer Service Chatbot Named Yaana
SriLankan Airlines has unveiled Yaana, an AI-powered chatbot designed to enhance customer service interactions and support.
SriLankan Airlines Launches AI-Driven Customer Service Chatbot Named Yaana
SriLankan Airlines recently unveiled Yaana, an artificial intelligence (AI)-powered chatbot designed to enhance customer service facilities. Yaana is set to transform customer support and the way passengers interact with the airline by leveraging advanced AI and Natural Language Processing (NLP).
Developed in collaboration with CodeGen International (Pvt) Ltd, Yaana is now operational on SriLankan Airlines’ corporate website.
The chatbot is expected to assist passengers, particularly during unplanned flight disruptions, by swiftly providing alternative travel options.
Available globally, Yaana also features multilingual capabilities to accommodate SriLankan Airlines’ diverse customers.
How does Yaana work?
Yaana is a generative AI virtual assistant powered by GPT-4 technology. It utilizes a conversational AI framework and custom algorithms to deliver quick, accurate, and contextually relevant responses.
With successful handling of nearly 12,000 inquiries since its launch, autonomously resolving 88% of issues, Yaana is designed to scale considerably.
Dimuthu Tennakoon stated, “With its scalability, we anticipate Yaana will handle five times the current volume, providing 24/7 assistance and significantly enhancing customer service.”
