SriLankan Airlines Launches AI-Powered Chatbot ‘Yaana’ for Enhanced Customer Service

SriLankan Airlines now operates 'Yaana' as an AI-driven chatbot system which gives multilingual round-the-clock assistance through NLP and GPT-4 technology to manage queries and schedule reservations as well as flight disruptions.

The AI chatbot service called Yaana by SriLankan Airlines represents a significant advance in customer service since customers receive immediate intelligent aid. Yaana launched its operations as a chatbot on the airline’s corporate website through a partnership with CodeGen International (Pvt) Ltd. This highly capable AI solution with NLP capabilities provides real-time assistance to passengers thanks to advanced AI and NLP technologies.

Yaana uses GPT-4 technology in combination with custom algorithms and conversational AI frameworks for delivering contextual accurate responses according to Chamara Perera, Group Head of Information Technology. The chatbot implements a database comparison between flight schedules and policies and real-time data to deliver customized newest information to passengers. From its inception Yaana processed almost twelve thousand inquiries which autonomous resolution reached eighty-eight percent.

The Worldwide Sales and Distribution Head Dimuthu Tennakoon observed that Yaana will be capable of handling five times the current inquiry volume. Yaana allows users to access its services at all times throughout the day in various languages which provides them essential helptools during flight interruptions through booking solutions and up-to-the-minute updates while assisting users with customized itinerary choices.

The continuous support offered by Yaana through its automated system will improve passenger travel experiences while making trips better and simpler on SriLankan Airlines.