AI case study

IndiGoWhatsApp flight booking

Regional travelers wouldn't download apps. Now, an AI agent books flights on WhatsApp via voice notes, generating $7.2M revenue.

Published|4 months ago

The story

Context

India’s largest passenger airline and one of the world's fastest-growing carriers sought to expand beyond major metros into smaller regional markets.

Challenge

Customers in targeted Tier 2 and Tier 3 cities were highly active on messaging platforms but reluctant to download or transact on standalone airline...

Solution
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Scope & timeline

  • $7.2M new revenue via AI booking channel
  • 3M+ customer questions answered by AI
  • 1M+ boarding passes issued via AI assistant

Quotes

Use case

IndiGo's WhatsApp flight booking is part of this use case:

Agentic Customer Service
71 case studies(+155% YoY)
Proven impact?
LowModerateVery Strong
8.9Very strong
6.4Strongwithin Travel & Tourism
12.6Very strongwithin Sales

The company

Low-cost airline for domestic and international passenger air travel.

IndustryTravel & Tourism
LocationGurgaon, HR, India
Employees10K-50K
Founded2006

The vendor

Cloud computing services, AI infrastructure, and data analytics platforms for enterprises.

IndustryTechnology
LocationMountain View, CA, USA
Employees100K+
Founded1998

The implementation partner

Role in this case study

Collaborated with IndiGo to build 6Eskai, an AI-powered intelligent channel on Google Cloud.

IndustrySoftware & Platforms
LocationKochi, KL, India
Employees11-50
Founded2013

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