Giving Wings to India’s Future with AI-Driven Customer Experience at Scale

IndiGo is India’s largest and most preferred passenger airline and among the fastest growing globally. With a fleet of over 400 aircraft, it operates 2,200+ daily f lights across 130+ destinations, including 40+ international routes. In the past year, IndiGo welcomed over 118 million customers, maintaining industry-leading on-time performance and one of the highest Net Promoter Scores (NPS) in India. As it expands its global footprint, IndiGo is evolving from a trusted domestic carrier into a global aviation leader.

At the center of this transformation is IndiGo’s AI-first mindset. This took flight with 6Eskai, an AI-powered conversational chatbot and direct revenue channel that has reshaped customer interactions. 6Eskai now handles over 92% of customer queries autonomously and has generated more than USD 12 million in revenue.

IndiGo has since extended 6Eskai enterprise-wide. Employees access HR services, learning modules (iFly), airport operations (AOCS), and operations control center (OCC) support through AI-driven conversations that streamline workflows and boost productivity.

In 2025, IndiGo began deploying Agentic AI to deliver intelligent bundling and personalization of add-ons, such as seat selection, meals, and baggage, for customers booking via direct channels. Multiple agents work together using real-time analytics, booking history, and customer data to dynamically price and optimize offers. They segment users, forecast demand, run A/B tests, and ensure every offer is timely, relevant, and value driven.

Innovation at IndiGo is systemic. The second-generation Ancillary Engine, powered by Agentic AI, has doubled agent capacity and cut execution time from 12 seconds to under five—enabling faster, smarter personalized offers. Lab37, IndiGo’s innovation hub, co-develops agentic business processes with Microsoft Engineering and Solutions Delivery, enabling rapid experimentation and scalable impact.

IndiGo is now scaling from 12 to over 100 AI agents, embedding intelligence across its ecosystem. A recent example: AI agents generating personalized upgrade offers to IndiGo’s new Stretch cabin class using customer profiles, booking data, flight load, and purchase patterns.

The impact is significant. Personalized offers have boosted ancillary revenue and yield; timely engagement has elevated customer satisfaction; and automation has unlocked greater efficiency and scale.

By embedding intelligence at scale, IndiGo continues to set new benchmarks for operational excellence and customer experience, ushering in a new era of AI enabled CX for its customers.

“At IndiGo we believe that embedding intelligence into the fabric of our business will power the next wave of our digital transformation. 6ESkai served as our first bold step, to create a revenue and service channel, powered by AI orchestrated, natural conversations. In the last two quarters, we have deployed Agentic teams to fuel ancillary bundling and personalization innovations. These have yielded very encouraging results. We will continue to scale Agentic AI and contribute to making every IndiGo f light a memorable experience, ensuring algorithms amplify human endeavor, and every insight drives value.”

Neetan Chopra 
Chief Digital Information Officer