Introduction
In the fast-paced world of today, where time is a precious resource, During my tenure as Director tourism and marketing , have been instrumental where IRCTC took a futuristic step by introducing "Ask DISHA," an Artificial Intelligence (AI)-enabled chatbot. Launched in September 2018, this digital interaction platform was designed to enhance customer engagement and experience, specifically addressing the queries related to online train ticket bookings on the IRCTC website (www.irctc.co.in) .
Background
Recognizing the challenges users faced, IRCTC envisioned a solution that would simplify the entire experience. "Ask DISHA" (Digital Interaction To Seek Help Anytime) was born to act as a virtual assistant, streamlining the reservation process and handling customer inquiries efficiently. Intention of IRCTC was very simple i.e was to reduce the load in the call centre and handle maximum number of queries through BOT in a shortest span of time. Company needed technology to improve its processes which itself was in process of settling down .
As a senior management professional, we get to meet professionals who have very good knowledge of their subject and look forward for a platform to showcase their abilities. In Compliance with their MOU target of promoting Start up with parent Ministry ,Team headed by Mritunjay tewari in IRCTC, studied same up to ground zero, and after necessary approvals ,company decided to partner with co-Rovers headed by Ankush Sabharwal, CEO of the company . It was decided to work on pilot basis as a challenge without any cost to company.
Features and Functionalities
24/7 Customer Support:
- "Ask DISHA" provides round-the-clock customer support, engaging users in multiple Indian languages.
Query Handling:
- The chatbot efficiently addresses various aspects of online ticket booking, including reservations, refund status, cancellations, PNR searches, and ticket confirmation probabilities.
Text-Based Interaction:
- Over 12 billion interactions have been handled, showcasing the success of this text-based chatbot, which responds to user queries via a text interface.
Evolution and Upgrades
As technology advances, IRCTC has continuously upgraded "Ask DISHA" to broaden its capabilities and enhance customer service. The chatbot has evolved from its initial version to a more sophisticated "Ask DISHA Version 2." This new iteration aims to introduce conversational ticket bookings, allowing customers to book tickets interactively with the AI Virtual Assistant. The pilot phase, incorporating customer verification via OTP on mobile, is currently underway, and has been successful with 2500 tickets booking in a day and has already determined the chatbot's ability to take on more significant responsibilities in customer service.
Collaboration and Innovation
"Ask DISHA" was a collaborative effort between IRCTC and a tech-based IT startup CoRovers headed by team of young and promising technocrats played a crucial role in conceptualizing and developing the chatbot based on customer demands. This collaboration underscored the importance of promoting young talents and STARTUPS for the greater benefit of the nation.
Conclusion
"Ask DISHA" has not only revolutionized the way users interact with the IRCTC platform but also exemplifies the successful integration of AI technology in addressing customer needs. The continuous evolution of the chatbot reflects IRCTC's commitment to staying ahead in the technology curve and providing a seamless and user-friendly experience for its customers. The success of the ongoing pilot for conversational ticket bookings is anticipated to mark a significant milestone in the journey of "Ask DISHA" towards broader responsibilities in customer services.
The seamless integration of AI technology not only transformed customer interactions but also laid the foundation for subsequent projects, and for "Co Rovers”, this success became a beacon of inspiration, driving their company far ahead in the technology landscape. As a testament to their expertise, the teams associated with "Ask DISHA" in "Co Rovers" found themselves actively collaborating in Bharat GPT (Generative Pre-trained Transformer), a cutting-edge initiative in language processing.. The spearheading of both teams, a responsibility assumed as HOD made me learn yet another lesson that right choice of teams can foster an environment of innovation, collaboration, and dedication, resulting in the teams' commendable achievements.
