In 2002, on the day of the launch of Indian Railway Catering and Tourism Corporation (IRCTC) platform, only 27 tickets were booked. Now with over 13 Lakh train tickets booked daily through the platform, IRCTC has become the face of e-ticketing in India.
However, with the rising digitisation in the country and more people preferring to book tickets online as well as searching for relevant information on a daily basis, the IRCTC’s current system based on SMS or IVRS technology is not proving sufficient. The process is still time-consuming from logging onto the website to finding the relevant links.
In order to combat the increasing challenges, the Indian Railways is actively exploring the use of chatbots that people can use through social media applications such as Facebook Messenger, Whatsapp, as well as platforms like Telegram, Google Assistant, Skype, etc. The idea is to save the user’s time, from providing quick and efficient customer service to being interactive and informative at the same time.
In a railway conference on artificial intelligence (AI) held in April 2018, a high-level committee was being constituted to take the chatbot initiative for IRCTC forward. Accordingly, an action plan is being considered by the Railways. Read More
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