How IndiGo Improved Customer Satisfaction to 87% with Yellow.AI Chatbots Handling 42M Messages Quarterly

By: GoBeyond Team

July 27, 2025

3 min read

AI case study for IndiGo – 87% customer satisfaction with Yellow.AI

Quick Overview

IndiGo deployed Yellow.AI’s chatbot across WhatsApp and web platforms to automate over 35 use cases and 300+ customer journeys, providing 24/7 support, query automation, escalation handling, and push campaigns for loyalty and promotions.

IndiGo

Company Size

~25,000 employees

Revenue Range

$10B+ annual revenue (estimated)

Primary Challenge

Handling high volumes of customer queries and improving engagement

Key Metrics

- 87% customer satisfaction
- 42 million messages handled per quarter
- 400,000 WhatsApp opt-ins

The Problem

Manual customer service overwhelmed by repetitive queries and limited engagement channels.

The Solution

Implemented Yellow.AI chatbot for omnichannel automated support, query resolution, and customer engagement campaigns.

Results

- High customer satisfaction scores
- Massive scale of automated interactions
- Increased customer engagement and loyalty

Details

Industry

Hospitality & Tourism

Departments

Customer Support & Service

Use Cases

Live Chat Support

Workflow Automation

More Case Studies

See All

How Document360 Uses AI to Automate Knowledge Base Creation and Improve Support Documentation

Technology & SaaS

How Vinci Construction Reduced Document Search Time by 30% and Improved Compliance with AI

Construction

How Omneky Revolutionizes Advertising with AI-Powered Creative Generation and Optimization

Marketing & Advertising

How Bloomberg Law Reduced Risk Exposure by Helping Corporations Comply with Data Privacy Laws

Legal

How UnderArmour Uses AI to Generate Realistic Product and Model Images, Reducing Photoshoot Costs

Retail & E-commerce

How Radiance AI’s Product Studio Uses AI to Transform Product Photos into Lifestyle Images

Technology & SaaS