How is Indian Railways revolutionising passenger experience by integrating GenAI in everyday systems?Indian Railways is leveraging GenAI technology to significantly improve passenger services. Their helpline number 139, now one of the world's largest, has been transformed from a call center-based system to a primarily automated one. The new system offers real-time information in multiple Indian languages, addressing queries like train timings, ticket confirmation,...
more... and route details within seconds. The automation has drastically reduced call wait times and resolved frequent call drops. Additionally, a GenAI-powered complaint system allows passengers to report issues like dirty coaches or missing bedrolls in natural language, which are then relayed to the relevant staff for immediate action. This system is currently available in Hindi and English, with plans to add Telugu and Bengali soon. The GenAI integration has also significantly enhanced language accessibility. Previously, most calls were in Hindi or English due to agent limitations. Now, with support for regional languages, the number of Hindi calls has increased, while Marathi, Bengali, and Telugu calls have also seen a significant rise. This technology, developed by Ubona, is used by various companies across different sectors, including banking, insurance, and e-commerce. Indian Railways' ticketing company, IRCTC, is also working to automate its helpline, 14646, which is expected to launch soon.
Indian Railways, passenger services ko revolutionize karne ke liye GenAI technology ko integrate kar raha hai. Unka helpline number 139, ab duniya ke sabse bade helpline mein se ek hai, call center based system se automate system mein badal gaya hai. New system real-time information multiple Indian languages mein provide...
more... karta hai, train timings, ticket confirmation, aur route details jaise queries ka jawab seconds mein deta hai. Automation se call wait times kam hue hain aur frequent call drops solve ho gaye hain. Iske alawa, GenAI-powered complaint system passengers ko dirty coaches ya missing bedrolls jaise issues ko natural language mein report karne ki facility deta hai, jiska information relevant staff ko immediate action ke liye bhej diya jata hai. Ye system abhi Hindi aur English mein available hai, aur jaldi hi Telugu aur Bengali language bhi add hone wali hai. GenAI integration ne language accessibility mein bhi kaafi sudhar kiya hai. Pehle, agent ki language limitation ke karan, zyadatar calls Hindi ya English mein aate the. Ab, regional language support ke saath, Hindi calls ki number badh gaya hai, saath hi Marathi, Bengali, aur Telugu calls mein bhi kaafi increase aaya hai. Ye technology, Ubona dwara develop ki gayi hai, jo banking, insurance, aur e-commerce jaise different sectors ki companies dwara use ki jaati hai.
