What challenges did IndiGo face before AI implementation?

Expand digital channel reach beyond Tier 1 customers. Enable flight search, booking, and service actions within a familiar messaging experience. Support multilingual conversations for a mass-market customer base.

What was the impact of the AI solution?

The channel generated more than ₹60 crore in new revenue from bookings, upgrades, and ancillaries. 6Eskai issued more than 1 million boarding passes through WhatsApp check-in. The system answered more than 3 million questions and supported over 3 million users, turning interactions into sales opportunities.

Source

GCPEvidence: Low40/100

IndiGo launches 6Eskai on WhatsApp using Vertex AI and Gemini

Use case typeCustomer service automationUpdated Jun 13, 2026

IndiGo, India’s largest passenger airline, launched 6Eskai on WhatsApp to expand digital reach and make booking, servicing, and support easier for travelers. The AI-powered channel is designed to serve customers across languages and to reach users in Tier 2 and Tier 3 markets who are active on WhatsApp.

Organization: IndiGo
Industry: Other
Location: India
Published: January 2024

Reported outcomes

Strategic outcomes

Market & geographic expansionExpanded digital reach into Tier 2 and Tier 3 marketsNew product / capabilityEnabled booking and servicing in WhatsAppNew product / capabilitySupported multilingual conversational travel journeysCustomer experience & trustCreated a familiar messaging-based service channel

Why do we believe this deployment?Customer identity, provider attribution, maturity, and source checks

Customer: IndiGo
Provider: GCP
Maturity: Unknown
Linked source: Google Cloud Customer Stories

No explicit deployment-stage evidence found.

Customer identity supportedSource describes one deploymentMaturity evidence evaluated

Primary read

Use case focus

Showing 3 of 3

1Conversational commerce
2Customer service automation
3Flight booking automation

Expand digital channel reach beyond Tier 1 customers.
Enable flight search, booking, and service actions within a familiar messaging experience.
Support multilingual conversations for a mass-market customer base.

IndiGo worked with Google Cloud and partner RIAFY to build 6Eskai, an AI-powered intelligent channel on WhatsApp.
The solution is built on Vertex AI, Gemini large language models, Cloud Run, Dialogflow, and Firebase.
Users can search, book, and manage flights using text or voice notes, and the same conversational flow supports check-in and service-led journeys.

Technologies

Vertex AI Gemini Cloud Run Dialogflow Firebase

The channel generated more than ₹60 crore in new revenue from bookings, upgrades, and ancillaries.
6Eskai issued more than 1 million boarding passes through WhatsApp check-in.
The system answered more than 3 million questions and supported over 3 million users, turning interactions into sales opportunities.

Architecture

The article describes a WhatsApp-based conversational channel built on Vertex AI, Gemini LLMs, Cloud Run, Dialogflow, and Firebase. It uses a serverless backend and multilingual conversational intelligence to handle search, booking, check-in, and service flows, but does not include a full formal architecture diagram.

Implementation partners1

RIAFY

Sources & evidence1

Evidence: Low40/100Evidence strength