Meet '6Eskai': IndiGo's Answer to Next-Gen AI Customer Support

Meet '6Eskai': IndiGo's Answer to Next-Gen AI Customer Support

By Author

Published on December 1, 2023

IndiGo, India's leading airline, has taken a significant leap in customer service technology with the launch of its AI chatbot, '6Eskai'. Powered by the advanced GPT-4 technology, this chatbot has been developed entirely in-house by IndiGo's digital team in collaboration with Microsoft. It marks a noteworthy achievement for the airline, offering customer service in 10 different languages and facilitating seamless ticket bookings across its network.

This AI-driven innovation positions IndiGo among the first few airlines in the region to leverage cutting-edge AI technology to elevate the customer experience. Initial results from the soft launch of 6Eskai indicate a substantial 75% reduction in the workload of customer service agents, underscoring the chatbot's efficiency and effectiveness. The bot simplifies the booking process with natural language conversations, guiding customers smoothly through their entire booking journey.

With an impressive 1.7 trillion parameters, 6Eskai adeptly handles a wide range of commonly asked questions. IndiGo's data science team has meticulously researched generative pretrained transformers (GPT) and utilized extensive prompt engineering to enable the bot to mimic human behavior. It can respond to emotions and even integrate humor into interactions, making for a more engaging customer experience.


6Eskai is multifunctional, capable of booking tickets, applying discounts, managing addons, performing web check-ins, assisting in seat selection, planning trips, answering FAQs, and connecting customers to live agents. It can understand both written and spoken language, thanks to speech-to-text models.

Summi Sharma, Senior Vice President of ifly and Customer Experience at IndiGo, expressed excitement about the launch of 6Eskai. "This AI-driven chat assistant is a testament to our commitment to enhancing customer experience," she said. "It offers quick, personalized assistance for travel needs, reflecting IndiGo’s dedication to technological advancements and customer-centric services.”

IndiGo's introduction of 6Eskai is a stride towards exceptional service and technological innovation, aiming to significantly boost customer satisfaction and operational efficiency.

Jurny Introduces Next Generation of AI Multi-Agents: Transforming Property Management with Unprecedented Efficiency and Accuracy

Jurny Introduces Next Generation of AI Multi-Agents: Transforming Property Management with Unprecedented Efficiency and Accuracy

By Nishang Narayan

Published on June 17, 2024

Jurny, the leading vertical AI platform for automating hotel and short-term rental operations, has announced plans to unveil its next generation of AI capabilities and multi-agent technology. Building on the success of its advanced AI, Nia, and its multi-agent system, the new release promises to automate up to 90% of back-office operations.

“Our AI and multi-agent system is changing the game for the hospitality industry, enabling a level of automation never before possible,” said Luca Zambello, founder and CEO of Jurny. “Our AI agents are already ten times faster and more accurate than humans in handling guest communications and other tasks. With version 2.0, we'll dramatically expand their capabilities and redefine what's possible in property management.”

Since its introduction just six months ago, Jurny's AI has seen rapid and widespread adoption, with nearly one-third of customers opting for Nia's fully autonomous mode. This figure has grown 300% since the beginning of the year. In this mode, Nia independently manages the entire guest journey, from check-in to check-out, including scheduling, cleaning, handling communications, escalating issues when needed, and prioritizing tasks based on guest sentiment.

Customers who have embraced Nia’s fully autonomous mode are reaping the rewards. They report a significant 25% decrease in operational costs and a marked improvement in guest experience, thanks to faster response times and greater efficiency. This aligns perfectly with a McKinsey & Co. report stating, "AI-enabled customer service is now the quickest and most effective route for institutions to deliver personalized, proactive experiences that drive customer engagement.”


“Without Jurny, we'd be at a major disadvantage,” said Blendi Muriqi, founder and CEO of, a Jurny customer. “With Jurny and Nia, one person can now manage 100 units, whereas we needed two or three people before. This added efficiency has allowed us to scale our operations while maintaining exceptional service."

Jurny's multi-agent system is possible due to its unique vertically integrated platform design, which allows AI agents to work seamlessly across all software components. This approach mirrors the direction taken by tech giants like Apple, who are embedding AI deeply into their ecosystem with the upcoming Apple Intelligence on iOS 18, highlighting the potential for widespread AI adoption.

The next version of Jurny's multi-agent system, slated for release later this year, promises to be even more powerful, accurate, and cognitively advanced. This enhanced AI will be fully customizable for each property, allowing for unprecedented automation of up to 90% of back-office tasks while significantly improving the guest experience. This advancement will result in more revenue per unit, lower costs, and considerably higher profits for Jurny's customers.

"This update could increase the number of properties a single manager can handle from 50 to 200. Our existing AI already enables one manager to oversee 50 units, which is significantly higher than the industry standard. With the new release, this capability will quadruple," added Zambello. "The potential impact on the entire hospitality industry is immense."

As we've seen in the past, every time efficiency drastically increases, the market landscape changes. This technology holds massive potential for disruption because it allows one person to manage 200 units with the same resources that previously managed only 10 to 20. This dramatic improvement in efficiency means that individuals who couldn't afford to be property managers or didn't have the time will now have the opportunity. This technology will not only benefit the existing market but also drive significant growth, potentially boosting platforms like Airbnb itself.

Cvent Announces AI-Powered Offerings for Hoteliers

Cvent Announces AI-Powered Offerings for Hoteliers

By Nishang Narayan

Published on June 15, 2024

Cvent, a leading provider of hospitality technology, has unveiled a series of AI-driven product offerings aimed at hoteliers and hospitality professionals. These new solutions, part of the Cvent Supplier Network (CSN), include features like natural language search and AI-enabled property matching. The announcement was made during the Hospitality Cloud Product Roadmap Session at Cvent CONNECT, held from June 10 to 13.

Jim Abramson, Vice President of Product Management at Cvent, highlighted the company's approach: "Our product development strategy prioritizes a practical application of AI across our platform that maximizes impact while minimizing the effort required from our users to access it. We plan to continue investing in new and innovative ways to combine the power of AI with our decades of data-driven insights to help hotel teams achieve even better group business results."


Key AI-Powered Features:

AI-Enabled Matching: Automatically aligns hotels, venues, or destinations with planners searching for specific dates, streamlining the matching process and enhancing sales team efficiency.

Customized Prospecting Pitches: Allows hoteliers to create effective and targeted communications to attract their desired audience.

Natural Language Search: Enables planners to perform intuitive searches for hotels and destinations using conversational language.

Automated RFP Responses: Utilizes a hotel or venue’s historical RFP responses and CSN profile information to generate instant answers to Custom Questions from planners, reducing response time.

RFP Agenda Builder: Assists planners in quickly creating comprehensive agendas, improving the planner experience and ensuring hoteliers receive necessary information for event execution.

AI Diagram Assistant: Incorporates natural language functionality to help hotel operations teams produce precise, customized floor plans and room layouts within Cvent Event Diagramming.

Additionally, Cvent has integrated its room block management system, Cvent Passkey, with Maestro’s property management system as of April this year.

These innovations are designed to streamline operations, improve efficiency, and enhance the overall experience for both hotel teams and event planners. With these AI-powered tools, Cvent aims to provide hoteliers with more qualified requests for proposals (RFPs) and better group business results.

Access Group Expands with Acquisition of SHR Group

Access Group Expands with Acquisition of SHR Group

By Nithyakala Neelakandan

Published on June 13, 2024

The Access Group, a leading business management software provider valued at over $1.3 billion, is expanding its footprint in the North American hotel tech market with the acquisition of SHR Group. This move integrates SHR’s advanced capabilities into Access's AI-powered platform, further enhancing their end-to-end solutions for the hospitality industry.

SHR Group, based in Houston, Texas, specializes in hotel and casino technology. This acquisition is set to complement Access’s previous acquisition of Guestline, a Property Management Software (PMS) provider with a strong presence in DACH and Europe. By merging SHR’s 2,000 hotel customers with Guestline's 3,000 properties, the combined client base will experience improved efficiency and profitability through a complete digital guest journey.

The integration of SHR solidifies Access Hospitality as one of the few comprehensive software providers in the global hotel industry. SHR’s offerings include a dynamic Central Reservation System (CRS), Internet Booking Engine (IBE), Customer Relationship Manager (CRM), Revenue Management System (RMS), and digital marketing and loyalty program tools. Leveraging AI, SHR customizes content on direct booking sites to increase relevance and maximize revenues through conversion, upselling, and cross-selling.

This strategic acquisition will enable Access to further penetrate the US market and cater to larger hotel groups with more complex distribution needs than smaller boutique and independent operators. Access employs a modular approach, allowing hoteliers to customize their tech stack while ensuring seamless integration of key components.

Jonah Paransky, appointed as Access President of the Americas earlier this year, said “This deal has taken us a step closer to achieving our goal of being the global go-to technology partner for hotels, helping them deliver exceptional guest experiences and increase their profitability. SHR’s pioneering use of technology and laser focus on customer experience make it a natural fit for Access. This acquisition is a key milestone in our drive to grow our market share in the US and tap into the massive growth opportunity the market presents.”

The Access Group, with more than 7,000 employees worldwide, provides software solutions across multiple sectors, including hospitality. Their hospitality division currently supports over 20,000 hotels, multi-site pubs and bars, restaurants, food-to-go, and leisure operators. This division aims to enhance guest experiences and improve venue profitability through fully integrated software solutions.


Champa Magesh, MD of Access Hospitality, commented “We’ve always worked to provide world-class products and unrivaled technological capabilities and SHR embodies that ambition. SHR is undoubtedly the world’s leading automated hotel technology platform and a significant addition to our hospitality offering. In this competitive and increasingly complex industry, leveraging AI’s immense potential will give hoteliers a competitive edge – enabling them to revolutionize guest experiences, drive operational efficiencies, and increase revenue. It further bolsters our accommodation offer following the acquisition of Guestline last year – a leading hotel distribution and operations platform provider.”

Rod Jimenez, CEO of SHR, echoed this sentiment, saying “Access is already a leader in providing software and services to UK and European hotels. Its focus on offering solutions that support customers with their entire operations enable hoteliers to deliver excellent guest experiences cost-effectively, profitably and sustainably. By joining the Access Hospitality family, SHR’s customers gain access to a complete suite of products and services. The ability to draw on the expertise of Access’ extensive network of partners will not only help our customers; it will provide us with the ability to accelerate capabilities and innovation across our products and customer support services.”

About SHR

SHR Group, established in 2004 and headquartered in Houston, Texas, with offices in Europe and Asia-Pacific, is a leading global specialist in technology and services for the hotel sector. Dedicated to keeping its clients ahead in a fast-paced and competitive market, SHR empowers hotels and resorts to enhance revenue and customer lifetime value throughout the guest journey. This is achieved by integrating the potential of AI with a dynamic product suite of automated and integrated solutions. Additionally, SHR Hotel Services focuses on providing the hospitality industry with a competitive edge through exceptional digital services and consultancy. For more information about SHR, visit


About The Access Group

The Access Group, headquartered in the UK, is a leading provider of business management software for small and mid-sized organizations in the UK, Ireland, USA, and Asia Pacific. It serves over 100,000 customers across commercial and non-profit sectors, enhancing their productivity and efficiency. The company's innovative cloud solutions revolutionize business software usage, enabling employees to focus on what matters most. Founded in 1991, The Access Group employs approximately 6,800 people. For more information, visit 

Stay up-to-date with the latest Hospitality news and trends in the Hospitality industry!

Subscribe to Hospitality news e-magazine for free and never miss an issue.

By clicking subscribe for free you agree to the Terms & Conditions and acknowledge our Privacy Policy.

Advertise With Us

We have various options to advertise with us including Events, Advertorials, Banners, Mailers, etc.