The Union Budget of 2018-2019 saw a change in the direction of technology. With hopes to incorporate technology into the existing mainframe of the government, the allocation for Digital India had been doubled to Rs. 3,703 crores with focus on artificial intelligence (AI), 5G Technology and rural internet.
Keeping up with that trend, the Indian Railway is now considering the use of AI chatbots to handle passenger queries efficiently.
As per an IANS report, a high-level committee has been formed to take the initiative forward. Partnering with either Microsoft or Oracle, the government will deploy these artificially intelligent chatbots in the months to come.
If you are an ardent internet user, you would have come across chatbots. Chatbots are software that is pre-fed common words and phrases, and uses natural language processing to carry out human-like conversations.
Artificial intelligence makes these conversations possible, eliminating the need for constant human supervision. AI can also learn and adapt to different conversations.
Using this for customer care will improve the experience and wait time for response. These chatbots would automate the handling of queries related to train schedules, berth availability etc.
Artificial Intelligence (AI) can transform Indian Railways in terms of safety, passenger amenities, better revenues, growth and efficiency,” said Shri Piyush Goyal, while addressing the AI Conference held on 24th March in New Delhi.
Indian Railways does have other ways of handling queries with the help of IVRS and other human interfaces. The National Train Enquiry System (NTES) also helps passengers on the web and their dedicated Android and iOS application platforms.
AI, though seen as a potential threat to human-based jobs, will improve the quality of work. And this direction of embedding technology for the ease of use for citizens is a futuristic move.
Here’s hoping that AI integration is carried out successfully.
(Edited by Shruti Singhal)