₹60+ crore ($7.2M) in new revenue from bookings, upgrades, and ancillaries using conversations with Vertex AI and Gemini Large Language Models
1M+ boarding passes issued directly through WhatsApp check-in
Cloud Run enabled 3M+ users to engage with FAQs and services
IndiGo launched 6Eskai on WhatsApp with Google Cloud, allowing users to book flights in easy steps using text or voice notes at their convenience, establishing itself as a revenue-generating channel by capturing customer demand during interactions.
IndiGo launched 6Eskai on WhatsApp with Google Cloud, allowing users to book flights in easy steps using text or voice notes at their convenience, establishing itself as a revenue-generating channel by capturing customer demand during interactions.
As India’s largest passenger airline and one of the fastest-growing in the world, IndiGo serves millions of travelers every year.
With the vision to increase its reach from Tier 1 cities to Tier 2 and Tier 3 cities and give a hassle-free option for flight booking to all its customers, IndiGo collaborated with Google Cloud and its partner RIAFY to build 6Eskai, IndiGo’s AI-powered intelligent channel.
Built on Vertex AI, Gemini Large Language Models (LLMs), and Cloud Run, 6Eskai combines multilingual intelligence with the convenience of WhatsApp, India’s most widely used messaging platform.
Specifically for India’s mass market, it allows users to search, book, and manage flights through simple text or even voice notes. Its ability to support vernacular languages, from English, Hindi, Tamil, and more, allows IndiGo to break into Tier 2 and Tier 3 cities, where users are highly active on WhatsApp but less inclined to download or transact on standalone airline apps.
For these customers, 6Eskai is often their first and only touchpoint with IndiGo’s digital ecosystem, making it a powerful tool for brand penetration and conversion in growth markets.
Our collaboration with Google Cloud was driven by a strategic imperative to leverage its industry-leading solutions, particularly Vertex AI and its comprehensive suite of omnichannel products, which seamlessly integrate within the broader Google Cloud ecosystem. This alignment presents an unparalleled opportunity to pioneer innovative, customer-centric solutions, solidifying our position as a leader in our cloud transformation journey.
Charu Verma
Vice President Digital, IndiGo
Creating a travel companion with all the right answers
6Eskai allows users to book flights in easy steps using text or voice notes at their convenience on WhatsApp, establishing itself as a profitable sales channel by capturing customer demand during interactions with an AI-powered intelligent channel. This has resulted in the company generating more than ₹60 crore ($7.2M) in new revenue through streamlined bookings, upgrades, and ancillary sales using instant conversational journeys. This new digital storefront complements IndiGo’s existing website, app, and call center.
Beyond flight bookings, 6Eskai has also introduced service-led features, including a hassle-free check-in option, leading to more than one million boarding passes being generated. The platform has also answered more than three million questions. By leveraging Vertex AI, Gemini LLMs, and a serverless backend with Cloud Run, 6Eskai not only resolves queries faster but also transforms them into revenue opportunities. For instance, a meal preference question can lead to introducing other food options for purchase, a seat assignment check could turn into an upgrade, and a flight status alert can prompt a hotel search or insurance purchase. Essentially, every interaction with a customer becomes a potential sales opportunity.
IndiGo’s journey with 6Eskai demonstrates the significant possibility and potential of how an airline's AI-powered intelligent channel, when designed as a true business channel, can be used to expand market reach at scale and drive revenue growth.
IndiGo is India’s largest passenger airline and among the fastest-growing airlines in the world, offering affordable fares, on time, and providing a hassle-free travel experience across its network.
Industry: Travel
Location: India
Products: Cloud Run, Dialogflow, Firebase, Gemini LLMs, Vertex AI
About Google Cloud partner — Riafy
Riafy is an AI innovation and apps company that builds ethical, adaptable, and accessible AI systems. Riafy is a Google Cloud gen AI partner in India and an AI partner for industry leaders in banking, aviation, automotive, healthcare, telecom, and retail.
