Indian Railway Catering and Tourism Corporation (IRCTC) has launched AskDISHA 2.0, an AI-powered chatbot enabling passengers to book, cancel and track train tickets simply by speaking or typing. The tool supports English, Hindi, Hinglish and Gujarati and requires only an OTP—no password.
The intuitive platform guides users through end-to-end ticket booking using voice or chat commands. Passengers provide travel details, select trains, authenticate via OTP, and complete payment. Tickets are delivered electronically, simplifying the process, especially for first-time or less digitally literate users. Passengers can also check PNR status, real-time train tracking, boarding changes, cancellations, and refund updates by entering their PNR number. The assistant supports ticket cancellations with SMS confirmation and faster refunds—payments can be retried within 15 minutes of failure. It even retains passenger profiles for repeat bookings.
Available on both the IRCTC website and Rail Connect app, AskDISHA 2.0 appears as a chat icon that users can click or tap to begin voice interaction. Since its launch, the AI assistant has demonstrated impressive traction. In early trials, it processed over 60 lakh transactions worth around ₹20 crore, achieving a 99% accuracy rate and an 88% positive user feedback ratio. It now handles lakhs of daily interactions. AskDISHA 2.0 aligns with IRCTC’s digital transformation agenda and India’s drive toward equitable, eco-conscious urban mobility. By reducing reliance on physical counters and call centres, it minimises commuter inconvenience—especially in cities with poor connectivity or for passengers lacking digital fluency.
The voice-based interface also supports gender-neutral access, benefiting senior citizens, differently-abled travellers, and individuals in regions with lower literacy. As India’s rail network embraces greener goals, AI tools like AskDISHA contribute by smoothing operational flow and reducing energy use tied to human-staffed infrastructure. While AskDISHA 2.0 has won praise, some early users reported issues with Tatkal waitlist preferences and additional chatbot fees—though these appear to stem from implementation glitches. IRCTC will need to address such concerns promptly to maintain trust and usability, particularly among budget travellers.
IRCTC plans to expand language support beyond the existing offerings. The tool’s integration could also extend to tourism services, onboard meals, and broader railway assistance platforms across India. As urban rail systems evolve toward net‑zero targets, AskDISHA 2.0 marks a significant step—not just in technology, but in making train travel more accessible, efficient, and sustainable for all sections of society.
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