ECONOMYNEXT – SriLankan Airlines has launched “Yaana,” an advanced artificial intelligence (AI)-powered chatbot designed to enhance customer support services.
Named after the Sinhalese word for an aircraft or vessel, Yaana leverages cutting-edge AI and natural language processing (NLP) technologies to assist passengers with a wide range of inquiries.
“Since going live, Yaana has efficiently handled nearly 12,000 inquiries, autonomously resolving 88% of them,” said Dimuthu Tennakoon, Head of Worldwide Sales and Distribution at SriLankan Airlines. “With its scalability, we expect Yaana to manage five times the current volume in the near future.”
Developed in partnership with CodeGen International, the chatbot is now live on SriLankan Airlines’ corporate website.
“Yaana is powered by GPT-4 technology and features a generative AI virtual assistant with sophisticated retrieval capabilities,” explained Chamara Perera, Group Head of Information Technology at SriLankan Airlines.
Built on a conversational AI framework with custom AI algorithms, Yaana delivers fast, accurate, and contextually relevant responses with an empathetic touch.
In the event of unexpected flight disruptions, a common challenge in air travel, Yaana helps passengers quickly find alternative travel options.
Designed for a diverse audience, the chatbot supports multiple languages, including English, French, and Spanish, ensuring seamless assistance for travelers worldwide.
