The Indian Railway Catering and Tourism Corporation (IRCTC) has launched a digital interaction platform—Ask Disha to help its travellers with queries related to ticket booking, cancellation or other value added services offered by IRCTC.
The AI-powered chatbot is aimed at improving the customer services of railway passengers. According to reports, the chatbot is expected to offer an improved and intuitive customer support by answering customer queries pertaining to all aspects of services provided by IRCTC.
Some of the features that Ask Disha would have are:
- Ability to answer customer queries
- Perform multitasking
- Provide round-the-clock customer support
- Reduce the waiting time for queries to get answered
- Provide customers a stress-free experience
The new feature by IRCTC has gone live on its next-gen e ticketing website from today and will soon be integrated on the IRCTC Rail Connect Android app. Available on bottom right-hand side, once the user starts typing a query, the chatbot is capable of even suggesting options. They also plan to make it voice-enabled to make it more functional.
Some of the queries that Disha can answer are—what are different payment gateway options on IRCTC, what are ticket cancellation charges, what is confirmation probability among others. The team at IRCTC believe that the chatbot will learn over the time by improving its knowledge and be able to answer wider range of questions in the coming future.
Piyush Goyal, the minister of Railways re-tweeted the post as below, confirming the launch of Ask Disha.
‘Ask Disha’ – Digital Interaction to Seek Help Anytime: Artificial Intelligence Chat Bot launched on IRCTC website enables passengers’ 24×7 customer query support & quick response time.https://t.co/TruRCC1p5E pic.twitter.com/sxTOAoYXrO
— Piyush Goyal (@PiyushGoyal) October 14, 2018
The AI-based chatbot has been developed by IRCTC in association with CoRover Private Limited, a Bengaluru-based startup that builds AI and ML-based platform to provide safe, convenient & fun-filled travel experiences.