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
Tags
Multi-Language Support
Scalability
Client Satisfaction
AI Tools Used
No items found.
Sources
https://www.cmswire.com/customer-experience/ai-in-customer-experience-5-companies-tangible-results/
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