

Now, Chatbots to Address Train Passengers' Queries
Chatbot, short for chatterbot, is a computer programme that simulates human conversation through voice commands or text chats, or both, using AI.
Image for representation. (PTI Photo)
New Delhi: Indian Railways is exploring the use automated chatbots, a first for the rail sector, so as 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.
Chatbot, short for chatterbot, is a computer programme that simulates human conversation through voice commands or text chats, or both, using AI.
According to the action plan being actively considered by the national transporter, the chatbots would address queries on schedules, ticket availability, trains for particular destinations and other such rail travel-related issues.
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.
Chatbots cannot be human, but they can think and respond to queries like humans do — and devoid of human bias. Their use is emerging as the next big platform for information exchange for today's smartphone-carrying generation.Also Watch
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.
Chatbot, short for chatterbot, is a computer programme that simulates human conversation through voice commands or text chats, or both, using AI.
According to the action plan being actively considered by the national transporter, the chatbots would address queries on schedules, ticket availability, trains for particular destinations and other such rail travel-related issues.
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.
Chatbots cannot be human, but they can think and respond to queries like humans do — and devoid of human bias. Their use is emerging as the next big platform for information exchange for today's smartphone-carrying generation.
Also Watch
World Earth Day: Juhi Chawla Talks Environment, Advocates ‘No Plastic’ Policy
Friday 20 April , 2018
Is Your MP/ MLA Accused of Crime Against Women?
Wednesday 18 April , 2018
Karnataka Election 2018: The Good, The Bad and The Tainted Candidates
Friday 20 April , 2018
Watch: Quin Smart Helmets | Feature
Friday 20 April , 2018
Story So Far: Sacked AAP Advisor Raghav Chadha Returns Salary of Rs 2.50 to Home Ministry
| Edited by: Ahona Sengupta

World Earth Day: Juhi Chawla Talks Environment, Advocates ‘No Plastic’ Policy

Friday 20 April , 2018
Is Your MP/ MLA Accused of Crime Against Women?

Wednesday 18 April , 2018
Karnataka Election 2018: The Good, The Bad and The Tainted Candidates

Friday 20 April , 2018
Watch: Quin Smart Helmets | Feature

Friday 20 April , 2018
Story So Far: Sacked AAP Advisor Raghav Chadha Returns Salary of Rs 2.50 to Home Ministry
Recommended For You
Arsenal Give Arsene Wenger Reason to Smile With West Ham Hammering
The Tippling Point | Jagermeister, the Hunters' Poison Has Many a Myth Attached to it
Ali Zafar Sexual Harassment Case: Momina Mustehsan Urges the Singer to Apologise
The Trio of Sara Ali Khan, Amrita Singh, Dimple Kapadia Looks Glamorous In This Photo
Royal Enfield Thunderbird 500X Detailed Image Gallery – See Pics