Users can now either key in or verbally communicate their PNR or Transaction details to AskDISHA and get their ticket refund status immediately.

The AskDISHA Chatbot introduced by IRCTC in October 2018 will have an enhanced feature now including live refund status for travelers. AskDISHA has been answering in Hindi as well as English to users’ queries on the reservation of tickets, cancellation, refund status, fares, PNR search, train running status, inquiry about retiring rooms, and tourism products without the need for human agent intervention. IRCTC has recently upgraded the chatbot with the capability to reply live queries from users related to rail ticket refunds arising out of cancellation, TDR filing, and failed transactions as these constitute around 50 percent of the total queries of the customers.

Users can now either key in or verbally communicate their PNR or Transaction details to AskDISHA and get their ticket refund status immediately.

To further ease out the interaction between the customers and chatbot, AskDISHA has now been programmed to understand ‘Hinglish’, a mix of Hindi and English during a conversation.

IRCTC was the first PSU to introduce the services of Artificial Intelligence-based AskDISHA chatbot in October 2018 with an effort to further enhance the user experience of its 5.2 crore customers visiting its ticketing and tourism websites for booking of rail and airline tickets and tourism products.

Within less than two years of its launch, more than 178 million users have availed the services of AskDISHA. About 5 million users have asked to refund specific queries since its introduction in the month of April 2020. The overall response of the customers towards the services of AskDISHA has been very encouraging with 92 percent positive feedback with accuracy as high as 95 percent.

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