Indian Railways may tap Microsoft or Oracle for exploring the use of automated chatbots, a first for the rail sector, in order to respond faster to train-related queries and enhance customer experience.
The possibility of use of chatbots were showcased at a recent railway conference on Artificial Intelligence (AI) and a high-level committee is being constituted to take it forward — in close coordination with one of the software giants — Microsoft or Oracle.
Chatbots would address queries on train schedules, train ticket availability, trains for particular destinations and other such rail travel-related issues, IANS reported.
Currently the system relies on manual or SMS/IVRS technology for addressing passengers queries.
The existing customer service over phone needs one to pick up the phone, dial the number and, finally, the response is some pre-fed text which is read by the customer representative from screen.
“Now there is a plan to use the advancement of AI technology for customer service, as the idea is ubiquitous,” said a senior Railway Ministry official.
“The application can be deployed on a smartphone or laptop and can be used through voice chat or text chat,” he added.
