The Indian Railways Catering & Tourism Corporation Limited (IRCTC) is in the headlines for introducing a Hindi language-based version of its popular virtual assistant, Ask DISHA (Digital Interaction to Seek Help Anytime). Customers can now interact with this advanced chatbot in Hindi using both voice commands and text queries. Looking at the future, IRCTC has announced plans to incorporate more languages and enhance the chatbot with additional features.
About Ask DISHA Chatbot
Ask DISHA Chatbot is an initiative by IRCTC that incorporates artificial intelligence technology. Launched for the first time in English in October 2018, this chatbot sets a precedent in IRCTC’s customer service framework. The primary goal of this innovation is to assist users of IRCTC’s ticketing and tourism websites by addressing their inquiries pertaining to various services provided over the internet.
Since its advent, the chatbot has proved immensely beneficial for railway passengers seeking assistance on a wide range of issues. From reservation and cancellation of tickets, refund status inquiries, fare calculations, PNR searches, train running statuses, to inquiries about retiring rooms and tourism products, Ask DISHA has been instrumental in resolving all these customer queries efficiently.
Introduction of Hindi Language in Ask DISHA
Further enhancing its user-friendly nature, IRCTC has recently powered the Ask DISHA Chatbot to communicate in the Hindi language. This move allows customers to communicate their questions and concerns to Ask DISHA in Hindi, either through voice commands or text inputs. This development significantly increases the versatility of the chatbot and extends its accessibility to a broader customer base that is comfortable communicating in Hindi.
Future Enhancement Plans for Ask DISHA
Not content with the current advancements, IRCTC envisions a future where the Ask DISHA chatbot would be equipped to converse in even more languages. Such an update holds the promise of reaching out to a more diverse set of customers, thereby fulfilling IRCTC’s commitment to improving customer service.
In addition to adding more languages, IRCTC also aspires to augment Ask DISHA with various other features. While the specifics of these additional features are yet to be disclosed, the overarching aim is to enhance the chatbot’s ability to solve customer queries effectively and efficiently.
Customers’ Response and Benefits Realized
Since its launch, Ask DISHA has shown a substantial positive impact on the customer service scenario of IRCTC’s operations. Customers have found it immensely helpful in resolving their queries about ticket reservations, cancellations, refund status, fare calculations, PNR searches, train running statuses, retiring rooms and tourism products.
The introduction of the Hindi language feature has further increased its accessibility to customers who prefer Hindi as their mode of communication, leading to higher usage and greater customer satisfaction. This innovative initiative by IRCTC is not just an achievement in terms of technical advancement, but it aligns with their commitment to providing excellent customer service and ensuring a seamless user experience.
Last Modified: February 7, 2024