SriLankan Airlines Unveils AI Chatbot

Yaana leverages advanced AI and Natural Language Processing (NLP) technologies to handle a wide range of customer inquiries, providing fast and reliable information. Its multilingual capabilities allow it to serve passengers across the globe, making it an essential tool for the airline’s international customer base.

Chamara Perera, Group Head of Information Technology at SriLankan Airlines, explained, “Yaana’s integration with GPT-4 technology ensures rapid and accurate responses by cross-referencing real-time data, such as flight schedules, and policy documents.” This AI-driven solution is particularly valuable during flight disruptions, offering passengers alternative travel options and real-time updates.

Since its launch, Yaana has autonomously resolved nearly 88% of the 12,000 inquiries it has handled. According to Dimuthu Tennakoon, Head of Worldwide Sales and Distribution, the chatbot’s scalability will allow it to manage five times the current inquiry volume. Offering 24/7 support, personalized responses, and streamlined booking assistance, Yaana is poised to elevate the airline’s customer service experience.

With its ability to provide quick, contextually relevant answers and personalized travel solutions, Yaana represents a significant leap forward in customer service for SriLankan Airlines.