The IRCTC website is perhaps one of the busiest web portals on the internet. Millions of people travel on the national transporter, and among them, a considerable percentage use the site to book tickets and make reservations.
Keeping user-experience in mind, the IRCTC has always made timely changes to its website, and the latest addition is the chatbot—Ask Disha.
Photo Source: IRCTC
Offering an improved and intuitive customer support by answering customer queries pertaining to all aspects of IRCTC’s services, Ask Disha will support several regional languages, and improve the customer’s experience on the website according to India Today. This is a joint initiative between IRCTC and CoRover Pvt Ltd, a Bengaluru-based company which builds travel-focused chatbots.
A statement by the Indian Railways, quoted in the Times of India, also states that the chatbot will soon be integrated with the IRCTC android app.
A chatbot is nothing but a computer program based on artificial intelligence, that conducts a conversation through text or audio messages. Such programmes are often designed in a way to perfectly depict human conversation.
According to a railway official quoted in Republic World, IRCTC is the first and only government corporation to launch this kind of service which promises to take out the stress from travel bookings. The optimistic official is hopeful of the helpdesk service program and claims that Ask Disha will provide a smooth experience to domestic as well as international travellers, on the Indian Railways network.
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Some features of the chatbot are:
1. It can quickly answer customer queries, and provide round the clock customer support.
2. Elimination of time wastage to get customer issues solved, and the ability to multitask.
Apart from the chatbot, the IRCTC website has a host of new functions, like a ‘confirmation probability’ feature, which you can read about here.
(Edited by Gayatri Mishra)