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Wednesday, 06 January, 2021, 12 : 15 PM [IST]

IRCTC’s AI chatbot AskDisha enhances user experience

Powered by Microsoft Azure, Indian Railway Catering and Tourism Corporation’s (IRCTC) AI-powered chatbot AskDISHA has helped improve satisfaction of customer interactions by 70%. Developed by conversational AI platform CoRover, the virtual assistant uses technologies like artificial intelligence (AI), machine learning (ML) and natural language processing (NLP) to answer passenger queries. Following the success of AskDISHA, IRCTC is partnering with CoRover to co-sell and re-sell AI products and services to government and private organisations across industries. 

Earlier checking train running schedules or status of tickets through phone, email or interactive voice response (IVR) was a lengthy process. The nature of queries was highly repetitive, yet passengers had to experience significantly long waiting periods for even minor queries. In search of instant responses, users sought information from unverified sources. Interactions with the virtual assistant have provided customers with instant responses and frequent queries now have zero wait time. 

Since its inception in October 2018, the AskDISHA chatbot has handled over 10 billion interactions benefiting more than 178 million passengers. Supporting both voice and text capabilities in English and Hindi, it is available on both web and mobile app interfaces. The chatbot can answer user queries on ticket reservation, refund status, PNR search, cancellations, probability of ticket confirmation, as well as other travel and tourism offerings of the Indian Railways subsidiary. 

Ankush Sabharwal, Founder, CoRover, said, “Across sectors, cognitive technology can help organisations generate revenue, save cost, improve customer experience and operational efficiency. With secure and scalable architecture on Microsoft Azure, conversational AI platforms like AskDISHA can offer multiformat, omni-channel as well as multilingual support using different technologies like AI, ML, NLP, AR, VR, or RPA.” (Source: Western Times)

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