IndiaTravel and aviation2018 – ongoingIndian Railway Catering and Tourism Corporation (IRCTC)
AskDISHA chatbot for passenger queries
IRCTC's AskDISHA chatbot handled about 150,000 passenger queries a day, per Microsoft
Problem
IRCTC sells railway tickets to millions of passengers. Questions about reservations, refunds, PNR status and cancellations reached it through the web, social media, phone and email.
Approach
IRCTC launched the AskDISHA chatbot in October 2018. CoRover built it and it runs on Microsoft Azure. It answers in voice and text, in English and Hindi, on the web and mobile apps.
Results
Takeaway
A chatbot on the main booking channels took a large share of routine queries away from other support channels. The figures come from the vendors, not from IRCTC.
Categories
- Size
- Large enterprise
- Industry
- Travel and aviation
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AI
- Adoption
- Vendor solution
- Evidence
- Vendor case study
Sources
Source summaries
Microsoft describes AskDISHA, built by CoRover on Azure, answering questions on reservations, refunds, PNR search and cancellations. It reports about 150,000 queries a day, 90% accuracy and a 70% drop in queries on other channels. It also gives over 10 billion interactions since October 2018, which does not fit the daily figure. The page gives no method for these figures.
Full details are in the original sources.