Indian Railways may deploy Chatbots to improve Customer Service

Indian Railways is exploring the use automated Chatbots, a first for the rail sector, so as to respond faster to train-related queries and enhance customer experience.

The possibility of use of Chatbots was showcased at a recent railway conference on Artificial Intelligence (AI) and a high-level committee is being constituted to take it forward — in close coordination with one of the software giants — Microsoft or Oracle.

Chatbot, short for chatterbot, is a computer programme that simulates human conversation through voice commands or text chats, or both, using AI.

According to the action plan being actively considered by the national transporter, the chatbots would address queries on schedules, ticket availability, trains for particular destinations and other such rail travel-related issues. Read More

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