SriLankan Airlines has launched ‘Yaana,’ an AI-powered chatbot designed to enhance customer support and streamline passenger interactions.
Developed in collaboration with CodeGen International (Pvt) Ltd., Yaana uses advanced AI and Natural Language Processing (NLP) technologies to provide intelligent assistance across a wide range of inquiries. Now live on the airline’s corporate website, Yaana aims to offer faster, more efficient, and personalized support to passengers worldwide.
Chamara Perera, Group Head of Information Technology at SriLankan Airlines, explained that Yaana features a generative AI virtual assistant powered by GPT-4 technology, which ensures rapid, accurate, and contextually relevant responses. The system cross-references multiple policy documents and real-time data, including flight schedules, to deliver reliable and tailored information.
Dimuthu Tennakoon, Head of Worldwide Sales and Distribution at SriLankan Airlines, highlighted Yaana’s success since its launch, noting that it has autonomously resolved 88% of close to 12,000 inquiries. With its scalability, Yaana is expected to handle five times the current volume, providing 24/7 assistance, real-time updates during disruptions, booking guidance, and personalized support for complex queries.
Yaana is especially valuable during flight disruptions, helping passengers quickly find alternative travel options. Available globally and with multilingual capabilities, Yaana caters to SriLankan Airlines’ diverse customer base. This launch marks a significant step in the airline’s digital evolution, reaffirming its commitment to being one of South Asia’s most innovative and customer-focused airlines. Passengers can experience Yaana firsthand by visiting www.srilankan.com.
