Indian Railway Catering and Tourism Corporation (IRCTC) has launched Artificial Intelligence (AI) powered chatbot– Ask Disha ((Digital Interaction to Seek Help Anytime) to help its users answer various queries. The chatbot is special computer programme designed to simulate conversation with users, especially over the internet. It has gone live on IRCTC’s next-gen e ticketing website and soon will be integrated on the IRCTC Rail Connect Android app.
The first-of-its-kind initiative by IRCTC is aimed at facilitating accessibility by answering users’ queries pertaining to various services offered to railway passengers. The chatbot is voice enabled and will support several regional languages in the near future. It will offer greatly improved and intuitive customer support by answering customer queries pertaining to all aspects of the services that IRCTC provides. Users can also ask questions to AI chatbot by visiting IRCTC website. As soon as the users start typing their queries, AI chatbot automatically starts showing some options based on typed phrases. Users can then either pick one of queries from displayed options or type in complete question if their query is not being displayed on the screen. The essential features of AskDisha include ability to quickly answer to customer queries, ability to provide round-the-clock customer support, ability to multitask, zero waiting time for query to get answered and overall ability to provide customer with stress-free experience and overall customer satisfaction.