IRCTC, Indian Railways Catering and Tourism Corporation, has long been known from its slow back-end infrastructure when it came to online booking of train tickets. That said, things have considerably improved over the last couple of years. IRCTC recently launched its revamped website along with a new interface and host of new features to make the website more user-friendly. In addition to the new interface, the company also dipped its toes into the future by launching an artificial intelligence-based chatbot by the name ‘AskDisha’.
Diving into details about the launch of the chatbot, AskDisha really means Digital Interaction to Seek Help Anytime. The chatbot is meant to improve the customer services department of IRCTC where it has long been known to lag behind. According to an official statement by IRCTC, AskDisha is meant to “offer greatly improved and intuitive customer support” while answering to the queries by the customers about all the services that IRCTC currently provides in a number of regional languages.
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The statement also added that the service will soon be voice-enabled, and it will be integrated into the IRCTC app for Android. Taking a closer look at the chatbot, it is powered by a company called CoRover, and it prompts users with possible queries that they may want to ask as soon as the user starts typing.
The chatbot is geared more towards answering generic questions about booking, and will prompt you to identify questions that may match your query from a list. In case users have asked a separate question, the chatbot directs the user to the customer care email and the contact number of the customer care helpline for IRCTC. Users can also rate the interactions with the chatbot in terms of how helpful they were with the help of emoji at the bottom of the chatbot window.