Aviation, particularly air transport, has always been at the forefront of innovation. In its relatively brief history, innovations have significantly improved the passenger experience regarding comfort, efficiency and safety.

The last two significant evolutions were the introduction of jet engines in the 1950s and fly-by-wire in the 1980s. Now, on the verge of the 2020s, one can foresee another evolution, probably unprecedented in terms of impact. With the tremendous improvements in the processing power of computers, the possibilities of Artificial intelligence (AI) will increasingly be used in aviation and make autonomous flights, preventive maintenance, and ATM optimization possible.

Now, AI is used not only by pilots but also by airline customer services in the aviation industry; recently, India’s popular airline Indigo has introduced Dottie – a conversational AI-powered assistant trained to help you with commonly asked queries.

“With Dottie available at your beck and call, you need not connect with our customer care for help; you can find answers to commonly asked questions on several topics such as revised travel mandates, baggage-related queries, refunds, COVID-19 travel queries, flight cancellation, flight status, change booking, about credit shell, it’s usage and much more”, says Indigo website.

The assistant can be used to book a flight, web check-in, and perform various tasks related to your booking.

Age of self-service!

With Dottie, customers can complete specific tasks without connecting with customer service representatives. The passengers can Download or email boarding passes instantly using the PNR for IndiGo or codeshare flights with their last name or email ID. 

The passengers can retrieve their complete itinerary with details of add-on booking requests with PNR and email ID or last name. They can also email the itinerary to the registered ID within a few clicks.

Travelers can also check their flight status by easily entering their sector, PNR, or flight details. 

Web Check-in has changed the mode of travel; AI has made this much more accessible. The users can check in for their flight and let Dottie auto-assign a seat. If they prefer a seat of their choice, they can always select it while checking in from the website or app.

Dottie can also provide flight baggage allowance information by simply entering your booking details.

Know your keywords

For the functioning of Dottie, keywords are essential. According to Indigo, Dottie understands short phrases and keywords the best. So, the users should remember to keep their queries short to have the perfect conversation. In an unlikely situation where Dottie cannot understand the passenger’s query, they can always connect with Indigo’s live agent. For example - To find out what you carry on our flights, try saying ‘conditions of carriage’ or ‘baggage allowance’ instead of ‘Can I carry 30 kg as check-in baggage on my flight.’

Source: goindigo