New Delhi: In order to resolve queries of railway passengers over the internet pertaining to various services offered, the Indian Railways had introduced the services of artificial intelligence-based AskDisha chatbot in October 2018 for the benefit of the users of the ticketing website and tourism website of its PSU, Indian Railways Catering & Tourism Corporation Limited (IRCTC).
The AskDisha chatbot was initially launched in English, but in order to further enhance the customer services rendered and to further strengthen the services of the chatbot, IRCTC has now voice-enabled it to converse with customers in Hindi as well. The customers can now ask questions to AskDisha in Hindi, by voice as well as text.
On an average, around three thousand enquiries are being handled by AskDisha in Hindi on a daily basis and the figure is increasing day by day, which shows the acceptability of the new feature by customers, the Ministry of Railways stated.
IRCTC plans to launch AskDisha in more languages along with many other additional features in the near future.
The chatbot is a computer program designed to simulate conversation with users over the internet. The first-of-its-kind initiative by IRCTC is aimed at facilitating accessibility by answering queries pertaining to various services offered to railway passengers.
Since its initial launch, more than 150 million passengers have benefited from AskDisha with 10 billion interactions for seeking help on topics like ticket reservation, cancellation, enquiry of refund status, fare, PNR (passenger name record) search, train running status, enquiry about retiring rooms, and tourism products.
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