Microsoft-powered IRCTC chatbot achieves 70% increase in satisfaction

Microsoft said its Azure Cloud platform has helped Indian Railway Catering and Tourism Corporations (IRCTC) AI-powered chatbot AskDISHA improve satisfaction of customer interactions by 70 percent.
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The virtual assistant, developed by conversational AI platform CoRover, uses technologies like artificial intelligence (AI), machine learning (ML) and natural language processing (NLP) to answer passenger queries.

IRCTC is partnering with CoRover to co-sell and re-sell AI products and services to government and private organizations across industries.

“Microsoft Azure helps CoRover deliver scalable solutions like AskDISHA that allows organisations like IRCTC engage effectively with their customers. We are excited to partner with CoRover as their chatbot-as-a-service platform is adopted across industries,” said Sangeeta Bavi, director-Startup Ecosystem, Microsoft India.

Since its inception in October 2018, the AskDISHA chatbot has handled over 10 billion interactions benefiting more than 178 million passengers.

It is available on both web and mobile app interfaces supporting both voice and text capabilities in English and Hindi.

The chatbot can answer user queries on ticket reservation, refund status, PNR search, cancellations, probability of ticket confirmation, as well as other travel and tourism offerings of the Indian Railways subsidiary.

“With secure architecture on Microsoft Azure, conversational AI platforms like AskDISHA can offer multi-format, omni-channel as well as multilingual support using different technologies to integrate as well as create and train, CoRover’s chatbots also offer real-time analytics for quick decision-making,” Ankush Sabharwal, founder of CoRover, said.

AskDISHA processes about 150,000 passenger queries daily and customer queries across other channels like social media, phone calls and emails have been reduced by 70 percent.

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