SriLankan Airlines has launched ‘Yaana,’ an AI-powered chatbot designed to revolutionise customer service by providing instant, intelligent support. Developed in collaboration with CodeGen International (Pvt) Ltd., Yaana is now live on the airline’s corporate website, offering passengers real-time assistance using advanced AI and Natural Language Processing (NLP) technologies.
According to Chamara Perera, Group Head of Information Technology, Yaana utilises GPT-4 technology, conversational AI frameworks, and custom algorithms to deliver rapid, accurate, and contextually relevant responses. The chatbot efficiently cross-references flight schedules, policy documents, and real-time data to ensure passengers receive tailored information. Since its launch, Yaana has handled nearly 12,000 inquiries, resolving 88% autonomously.
Dimuthu Tennakoon, Head of Worldwide Sales and Distribution, emphasised Yaana’s scalability, stating that it is expected to handle five times the current inquiry volume. Offering 24/7 multilingual support, Yaana plays a crucial role during flight disruptions by providing alternative travel solutions, personalised booking guidance, and real-time updates. This innovation enhances customer experience, making travel with SriLankan Airlines more seamless and efficient.