SriLankan Airlines has launched Yaana, an AI-powered chatbot designed to streamline customer interactions using GPT-4.
SriLankan Airlines has launched Yaana, an AI-powered chatbot designed to improve customer service using GPT-4 and natural language processing (NLP). Developed with CodeGen International, Yaana enhances passenger interactions by providing real-time assistance, multilingual support, and instant responses to inquiries.
Integrated into the airline’s corporate website, Yaana handles booking queries, policy clarifications, and flight disruptions by cross-referencing policy documents and real-time schedules. Unlike traditional support channels, it delivers contextually relevant responses with high accuracy, significantly reducing the workload on customer service teams. Its multilingual capability ensures accessibility for SriLankan Airlines’ diverse global customer base.
Since its launch, Yaana has processed nearly 12,000 inquiries, autonomously resolving 88% of them without human intervention. It provides 24/7 support, streamlines booking assistance, and offers real-time updates on flight changes. With continued improvements, the chatbot is expected to manage five times its current volume, helping passengers navigate travel disruptions efficiently.
By integrating AI into customer service, SriLankan Airlines enhances accessibility while allowing human agents to focus on complex issues. As AI adoption grows in the airline industry, the company aims to expand Yaana’s capabilities, improving personalization and response accuracy. The chatbot represents a major step toward fully automated, intelligent customer interactions, setting a new standard in digital engagement.