How IndiGo Improved Customer Satisfaction to 87% with Yellow.AI Chatbots Handling 42M Messages Quarterly

By: GoBeyond Team

July 27, 2025

3 min read

AI case study for IndiGo – 87% customer satisfaction with Yellow.AI

Quick Overview

IndiGo deployed Yellow.AI’s chatbot across WhatsApp and web platforms to automate over 35 use cases and 300+ customer journeys, providing 24/7 support, query automation, escalation handling, and push campaigns for loyalty and promotions.

IndiGo

Company Size

~25,000 employees

Revenue Range

$10B+ annual revenue (estimated)

Primary Challenge

Handling high volumes of customer queries and improving engagement

Key Metrics

- 87% customer satisfaction
- 42 million messages handled per quarter
- 400,000 WhatsApp opt-ins

The Problem

Manual customer service overwhelmed by repetitive queries and limited engagement channels.

The Solution

Implemented Yellow.AI chatbot for omnichannel automated support, query resolution, and customer engagement campaigns.

Results

- High customer satisfaction scores
- Massive scale of automated interactions
- Increased customer engagement and loyalty

Details

Industry

Hospitality & Tourism

Departments

Customer Support & Service

Use Cases

Live Chat Support

Workflow Automation

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