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IRCTC launches AI-powered chatbot to improve customer support

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An artificial intelligence (AI) powered and supported chatbot has been launched by the Indian Railway Catering and Tourism Corporation Limited (IRCTC) yesterday on both of its website and app. The chatbot has been named as ‘AskDisha’ where DISHA is an acronym for Digital Interaction to Seek Help Anytime.

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

Railways, in the statement, also said that AskDisha will going to ease the use of IRCTC services which also includes the Food, and any other. AskDisha will answer most of the queries of users regarding trains and ticket booking, catering-related information and some other related to bookings. Railways also said that AskDisha will going to keep improving its knowledge with the passage of time, and to also makes it much more efficient and effectivee.

“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 even making them wait for long time. IRCTC has said that it is the only government corporation to have launched a chat- enabled helpdesk programme for its customers as of now.

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