The new GenAI-powered complaint system has made a significant impact.
Indian Railway News In Hindi: Indian Railways' helpline number 139 is now the world's largest helpline, handling more than 3 lakh calls per day. There has been a significant change in this in the last year, moving from a call center-based system to an automated system. Passengers will now be able to get real-time information in most Indian languages. This includes questions like train timings, ticket confirmation and train timings on various routes.
Big step by Railways to resolve passengers' complaints
Earlier, with more than 200 calls per minute, frequent call drops and long wait times for passengers were common. The new automated system has resolved these issues to a great extent, providing faster and more efficient service. Passengers can now report issues like dirty coach toilets, missing bedrolls or urgent medical needs in natural language and the system will resolve them instantly. Currently Hindi and English languages are available and now with plans to add Telugu and Bengali soon, the system ensures that appropriate railway staff are dispatched promptly to resolve complaints promptly.
Passenger problems will be solved
The new GenAI-powered complaint system has made a significant impact. Passengers can now report concerns like 'There is no water in my compartment' with their PNR number. The system immediately takes action on the complaint. The concerned railway staff are informed in real time. This ensures that the problem is resolved at the next available station.
GenAI provides regional language support
According to a report in Times of India, this automation powered by GenAI and developed by Bengaluru-based Ubona has significantly increased the reach. Earlier more than 90% of the calls were in Hindi or English language. Now with regional language support, 58% of calls are in Hindi, while a large number are in Marathi, Bengali and Telugu, with little use of English.
IRCTC helpline for AI automation will be ready soon
Apart from helpline 139, Indian Railways ticketing company IRCTC is also working on automating its 14646 helpline, which is expected to go live in the coming months.
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