Microsoft Azure Helps IRCTC Chatbot Boost User Experience By 70 Percent

CIOReviewIndia Team | Tuesday, 05 January 2021, 09:08 IST

On Tuesday, Microsoft said that its Azure Cloud platform is proved to be helpful to the Indian Railway catering and Tourism Corporations (IRCTC) AI-powered chatbot AskDISHA as it improved satisfaction customer interactions by 70 percent.

AskDISHA is developed by conversational AI platform CoRover. AskDISHA is a virtual assistant which uses technologies like artificial intelligence (AI), machine learning (ML), and natural language processing (NLP) for answering passenger queries.

AskDISHA success has now catered IRCTC in partnering with CoRover to co-sell and re-sell AI products and services to the government and private organizations across industries. The Director-Startup Ecosystem, Microsoft India, Sangeeta Baavi, said,"Microsoft Azure helps CoRover deliver highly 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."

AskDISHA was incepted in October 2018 and it has handled over 10 billion interactions which benefitted 178+ million passengers.

AskDISHA supports both voice and text inputs in English and Hindi and it is available on both the web as well as mobile application interfaces.

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

The founder of CoRover, Ankush Sabharwal, said, "With secure and scalable 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."

150,000 passenger queries are processed by AskDISHA everyday, and customers' queries across other channels like social media, phone calls and emails got reduced by 70 percent.

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