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Phonon's AI bots to provide real-time flight status on social media, calls

Currently, the services include flight status, fare search; e-check in will be enabled later

Vinay Umarji  |  Ahmedabad 

Phonon Communications (Photo courtesy:
Phonon Communications (Photo courtesy:

Vadodara-based interactive company, in is set to launch the country's first multi-modal bot for aviation sector, Trixie, which provides real-time status on any domestic over platforms and through voice-recognition based platform.

Phonon's deployment uses enhanced (AI) and (NLP) to provide instant responses to simple queries raised by passengers. The speech-based NLP system that works in is capable of understanding queries in various as well. On the other hand, the text-based bots on and can respond to questions asked in various as well.

"Trixie, our automated status bot, is a point of inflection in delivering information at your fingertips. and have opened up tremendous possibilities in the has an impressive array of customer service applications lined up for launch through this quarter. The applications will focus on travel, banking, and insurance," said Ujwal Makhija, CEO, Communications Pvt. Ltd.

The entirely bootstrapped already has tie-ups with some of the major even as more collaboration are expected. According to Vijay Mannur, AVP - Sales at Phonon, currently more than 60 per cent of India's flyers get reschedule intimations through Phonon's multicast service.

Given its growing hold over products, could take international given its existing presence in South Asia and Gulf region through customer interaction services.

While currently services catered by these bots include status and fare search, there are possibilities of other services such as being added to

As per Makhija, close to 70 per cent calls in any call center are transactional in nature, of which even if 50 per cent calls are automated, it could lead to a 35 per cent saving in cost, apart from giving service the flexibility of deploying the same funds for value adding activities.

The global market, which was valued at $113 million (roughly Rs 725 crore) in 2015, is predicted to expand at a compounded annual growth rate (CAGR) of 27.8 per cent by revenue, from 2016 to 2024. By end of 2024, the global market is expected to touch $994.5 million (Rs 6,400 crore approximately).
However, estimates that automating a close to 30 per cent of all calls, there is a $120 billion (Rs 7.70 lakh crore approximately) global opportunity without accounting for the new opportunities exposed through increased adoption of

First Published: Sat, August 19 2017. 22:10 IST