In a since-deleted social media post, standup comedian Abhijit Ganguly expressed his dissatisfaction with Indigo Airlines over the inability of their AI assistant, Dottie, to accurately recognize his desi accent during a web check-in process. Despite repeated attempts to connect with customer care for assistance, Ganguly was met with further delays and frustration.
Ganguly’s account highlights the challenges faced by individuals with non-standard accents when interacting with automated systems designed for majority language speakers. The issue goes beyond inconvenience, as it can lead to diminished access to services and unnecessary barriers for those who may already face language-related disparities.
Indigo Airlines responded to Ganguly’s criticism with a request for further communication to resolve the matter. However, the comedian’s followers were quick to condemn the airline’s perceived lackadaisical attitude towards passenger concerns. The incident underscores the need for greater attention to inclusivity and user-friendliness in the design and implementation of AI-powered customer service tools.
