TLDR: IRCTC’s AI-powered chatbot, ‘Ask DISHA’, has successfully processed an astounding 10 billion queries and facilitates the booking of approximately 3,000 tickets daily, according to Rahul Himalian, Director (Tourism & Marketing) at IRCTC. The platform leverages advanced AI, Machine Learning, and Natural Language Processing to significantly enhance customer experience, offering features like voice-based interactions and seamless payment solutions.
New Delhi, August 4, 2025 – The Indian Railway Catering and Tourism Corporation (IRCTC) is celebrating a significant achievement with its Artificial Intelligence (AI) chatbot, ‘Ask DISHA’. The intelligent virtual assistant has successfully resolved an impressive 10 billion customer queries and is now facilitating the booking of around 3,000 railway tickets every single day. This remarkable performance was highlighted by Rahul Himalian, Director (Tourism & Marketing) at IRCTC, underscoring the organization’s commitment to leveraging technology for enhanced passenger services.
‘Ask DISHA’, which stands for ‘Digital Interaction To Seek Help Anytime’, is powered by cutting-edge Artificial Intelligence, Machine Learning (ML), and Natural Language Processing (NLP) technologies. Evolving into ‘AskDISHA 2.0’, it functions as a comprehensive Virtual Assistant, capable of both chatbot and voicebot interactions. Its capabilities extend beyond simple query resolution, enabling users to check seat availability, book train tickets, and even complete payments through voice commands.
IRCTC’s embrace of AI extends to its critical 139 helpline, which has been redesigned with Automatic Speech Recognition (ASR) powered by AI and ML. This integration has led to an impressive achievement of over 85 percent end-to-end automation across 13 languages, marking what is potentially the first population-scale implementation of Generative AI in such a context. Further enhancing digital payments, IRCTC, in collaboration with NPCI and other partners, launched a voice channel-based payment system in 2024, allowing UPI payments to be completed using feature phones directly through IRCTC’s own payment gateway, I-pay.
The corporation’s technological advancements are not limited to ticketing and information. IRCTC is also deploying an AI-enabled feedback mechanism to continuously improve its services. In the realm of e-catering, which currently processes over 90,000 meals daily, IRCTC utilizes robust technologies including an integrated food order management system, real-time delivery tracking via GPS, and digital means for onboarding and auditing food vendors. Furthermore, IRCTC monitors the operations of most of its kitchens remotely using CCTV surveillance and AI-enabled tools. These tools help identify and rectify deviations in food preparation, packaging practices, and hygiene standards in real-time, ensuring consistent quality and compliance with FSSAI norms.
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These initiatives collectively demonstrate IRCTC’s pioneering role in digital transformation within Indian Railways, leveraging advanced technologies like AI, cloud computing, and data analytics to provide seamless, secure, and enhanced customer experiences across its online ticketing and tourism platforms.
