SriLankan Airlines has introduced ‘Yaana,’ an AI-powered chatbot designed to enhance customer service and streamline passenger interactions. Developed with CodeGen International (Pvt) Ltd., Yaana uses advanced Artificial Intelligence (AI) and Natural Language Processing (NLP) technologies to provide real-time assistance. Now available on SriLankan Airlines’ corporate website, Yaana delivers faster and more personalized support to passengers worldwide. Chamara Perera, Group Head of Information Technology at SriLankan Airlines, highlighted Yaana’s technology: “Yaana features a generative AI virtual assistant powered by GPT-4, with advanced retrieval capabilities for improved interactions. The system uses a conversational AI framework and custom algorithms to provide quick, accurate, and empathetic responses. By cross-referencing policy documents and real-time flight schedules, Yaana ensures passengers receive reliable information.”
Since its launch, Yaana has handled around 12,000 inquiries, autonomously resolving 88% of them. Dimuthu Tennakoon, Head of Worldwide Sales and Distribution at SriLankan Airlines, expressed confidence in the chatbot’s growth: “With its scalability, we expect Yaana to manage five times the current volume. It provides 24/7 assistance, real-time updates during disruptions, booking guidance, and personalized support, enhancing customer service at every stage of travel.” Yaana is especially useful during unplanned flight disruptions, helping passengers quickly find alternative travel solutions and reducing inconvenience. Designed for a global audience, Yaana supports multiple languages, ensuring accessibility for SriLankan Airlines’ diverse customer base.
SriLankan Airlines remains committed to enhancing the travel experience through technology. The launch of Yaana marks a major milestone in the airline’s digital transformation. Passengers can experience Yaana by visiting www.srilankan.com.
