SriLankan Airlines has unveiled ‘Yaana,’ an AI-powered chatbot designed to enhance customer support and streamline passenger interactions.

Developed in collaboration with CodeGen International (Pvt) Ltd., Yaana utilizes advanced AI and Natural Language Processing (NLP) technologies to provide intelligent assistance for a wide range of inquiries.

Now live on SriLankan Airlines’ corporate website, the chatbot aims to deliver faster, more efficient, and personalized support to passengers worldwide.

Chamara Perera, Group Head of Information Technology at SriLankan Airlines, commented on this latest advancement in customer engagement technology stating, “Yaana features a generative AI virtual assistant powered by GPT-4 technology and is equipped with sophisticated retrieval capabilities to enhance customer interactions and efficiently address inquiries. The system also utilises a conversational AI framework and custom AI algorithms to deliver rapid, accurate, empathetic and contextually relevant responses. By cross-referencing multiple policy documents, real-time data sets, including flight schedules, Yaana ensures that passengers receive reliable, tailored information.”

Dimuthu Tennakoon, Head of Worldwide Sales and Distribution at SriLankan Airlines, expressed his enthusiasm about Yaana’s potential, stating, “Since going live, Yaana has handled close to 12,000 inquiries with remarkable efficiency, autonomously resolving 88% of them. Furthermore, with its scalability, we anticipate Yaana will manage five times the current volume. By providing 24/7 assistance, including real-time updates during disruptions, streamlined booking guidance and personalised support for complex queries, Yaana will significantly enhance customer service every step of the way.”

The chatbot will prove especially indispensable during unplanned flight disruptions, a common occurrence in the airline industry, by assisting passengers in swiftly finding alternative travel options.

Available globally, Yaana also has multilingual capabilities, making it accessible to SriLankan Airlines’ diverse, global customer base. 

For SriLankan Airlines, an airline committed to using technological advancements to elevate the travel experience for passengers, Yaana marks a significant milestone in its digital evolution.

With this launch, SriLankan Airlines reaffirms its commitment to being one of South Asia’s most innovative and customer-focused airlines. Experience Yaana firsthand by visiting www.srilankan.com 

Stasshani Jayawardena, daughter of Harry Jayawardena, has been appointed chairperson of Sri Lanka’s Aitken Spence, and group companies Browns Beach Hotels and Aitken Spence Hotel Holdings.

“Ms. Jayawardena has over 15 years of experience in the management of companies under the guidance of her late father Deshamanya D H S Jayawardena,” the company said in stock exchange filing.

“She has been managing and providing strategic direction to Aitken Spence Group Companies including the leisure sector and carries with her a wealth of knowledge and experience which is imperative for the continuous growth of the Aitken Spence Group of Companies adhering to the vision of late Deshamanya D H S Jayawardena.”

Jayawardena is a graduate of St James’ and Lucie Clayton College and Keele University in the United Kingdom, Emeritus Institute of Management, Singapore and an Associate Alumni of University of Cambridge (Judges Business School), United Kingdom. 

Jayawardena also interned under US Senator Hilary Rodham Clinton and former US President Bill Clinton in 2003.

She is a Director of Melstacorp, Distilleries Company of Sri Lanka, Lanka Milk Foods (CWE), and serves as the Joint Deputy Chairperson and Joint Managing Director of Aitken Spence and Aitken Spence Hotel Holdings.

Sri Lanka’s Ishadi Amanda has etched her name in history by becoming the first runner-up at the 40th Mrs. World pageant held in Las Vegas, USA