SriLankan Airlines launches AI-powered chatbot ‘Yaana’

Colombo,February 6 (Daily Mirror)- SriLankan Airlines has introduced a game-changing Artificial Intelligence (AI) chatbot named ‘Yaana,’ designed to enhance customer support and transform the way passengers interact with the airline. By leveraging advanced AI and Natural Language Processing (NLP) technologies, Yaana efficiently handles a wide range of passenger inquiries. Developed in collaboration with CodeGen International (Pvt) Ltd., Yaana is now live on SriLankan Airlines’ corporate website.

The chatbot’s capabilities will be particularly valuable during flight disruptions, helping passengers quickly find alternative travel options. Yaana’s multilingual functionality makes it accessible to SriLankan Airlines’ global customer base.

Chamara Perera, Group Head of Information Technology at SriLankan Airlines, shared details about the new system, stating, “Yaana features a generative AI virtual assistant powered by GPT-4 technology, equipped with advanced retrieval capabilities. It ensures rapid, accurate, and contextually relevant responses by cross-referencing policy documents and real-time data, including flight schedules, to deliver reliable, tailored information.”

Dimuthu Tennakoon, Head of Worldwide Sales and Distribution, highlighted Yaana’s efficiency, saying, “Since its launch, Yaana has handled nearly 12,000 inquiries, autonomously resolving 88% of them. With scalability, we expect it to manage five times the current volume. Offering 24/7 support, real-time disruption updates, streamlined booking assistance, and personalized responses to complex queries, Yaana is set to greatly enhance customer service.”