IRCTC Embraces AI, Launches Chatbot ‘AskDisha’ For Customer Engagement

An artificial intelligence (AI) powered chatbot has been launched by the Indian Railway Catering and Tourism Corporation Limited (IRCTC) on Saturday. The chatbot has been named as ‘AskDisha’ where DISHA stands for Digital Interaction to Seek Help Anytime.

A chatbot is an artificial intelligence (AI) software that is able to simulate a conversation (or a chat) with a user in natural language through various communication platforms like messaging applications, websites, mobile apps or through the telephone. It is also known as talkbot, chatterbot, Bot, IM bot, interactive agent, or artificial conversational entity.

Railways, in the statement, said that AskDisha will ease the use of IRCTC services. AskDisha will answer most of the queries of users regarding trains and ticket booking, catering-related information and other bookings. Railways also said that AskDisha will keep improving its knowledge with the passage of time, making it more efficient.

"The IRCTC chatbot AskDisha will offer greatly improved and intuitive customer support by answering customer queries pertaining to all aspects of services that IRCTC provides. It will support several regional languages and will be voice-enabled and will soon be integrated with the IRCTC android app," the statement said, quoting a senior railway official.

AskDisha will provide round-the-clock support to customers without making them wait.

IRCTC has said that it is the only government corporation to have launched a chat- enabled helpdesk programme.