IRCTC develops AI chatbots using CoRover with Microsoft Azure, IT News and ETCIO

January 5, 2021 New Delhi – Indian Railway Catering and Tourism Corporation (IRCTC) AI-powered chatbot AskDISHA with Microsoft Azure increased customer satisfaction by 70% .. Developed by the conversational AI platform CoRover, Virtual Assistant uses technologies such as artificial intelligence (AI), machine learning (ML), and natural language processing (NLP) to answer passenger questions. Following the success of AskDISHA, IRCTC has partnered with CoRover to co-sell and resell AI products and services to government and private sector organizations throughout the industry.

Previously checking train schedules and ticket status using telephone, email, or interactive voice response (IVR) was a time-consuming process. The nature of the query was very repetitive, but passengers had to experience very long wait periods even for small queries. In search of an immediate response, the user searched for information from an unidentified source. By interacting with the virtual assistant, customers were able to respond instantly with zero latency for frequent queries.

Since its launch in October 2018, the AskDISHA chatbot has processed over 10 billion interactions and has benefited more than 178 million passengers. It supports both English and Hindi voice and text features and is available in both web and mobile app interfaces. Chatbots can answer user questions regarding ticket reservations, refund status, PNR searches, cancellations, ticket confirmation probabilities, and other travel and tourism offers of Indian Railways subsidiaries.

AskDISHA processes about 150,000 passenger queries daily, reducing customer queries on other channels such as social media, phone and email by 70%. Passengers receive immediate responses with 90% accuracy, and user feedback on chatbot services is 85% positive. AskDISHA was also the first chatbot of an Indian government agency to win the Asian Leadership Award for Innovation using Technology 2019.

Ankush Sabharwal, founder of CoRover, said: “Cognitive technology helps organizations generate revenue, save costs, and improve customer experience and operational efficiency across the sector. Microsoft Azure’s secure and scalable architecture enables conversational technologies such as AskDISHA. The AI ​​platform can provide multi-format, omni-channel, and multi-language support using a variety of technologies such as AI, ML, NLP, AR, VR, and RPA. CoRover’s chatbot integrates, creates, and It’s easy to train and also provides real-time analysis for quick decision making. “

CoRover has helped organizations seamlessly automate customer engagement services across the banking and financial services, healthcare, retail, travel and tourism, energy, transportation, media and entertainment sectors. Their chatbot-as-a-service offering is compatible with over 13 Indian languages ​​and over 100 international languages, with multi-channel support for websites, mobile applications, SMS and social media, among other platforms. Available at. The CoRover platform meets stringent security standards and processes with over 275 million unique active users, 4 million active users per day and 800,000 concurrent users.

Sangeeta Bavi, Director of Startup Ecosystem at Microsoft India, said: With CoRover’s chatbot-as-a-service platform being adopted throughout the industry, we are pleased to partner with CoRover. “

IRCTC develops AI chatbots using CoRover with Microsoft Azure, IT News and ETCIO

Source link IRCTC develops AI chatbots using CoRover with Microsoft Azure, IT News and ETCIO

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