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Railways to launch AI-enabled chatbot for grievance redressal

Officials said that the chatbot will provide real-time assistance through WhatsApp, which will be much easier than calling on 139 or filing a complaint through an app or online portal.

Currently, the Beta testing of this system has been rolled out in Northern Railway (NR) and East Central Railway (ECR) zones.

In a step to make grievance redressal platforms like RailMadad more accessible and easier to use, the Ministry of Railways is working on an AI-enabled WhatsApp chatbot which will allow the passengers to register their complaints without hassles.

Officials said that the chatbot will provide real-time assistance through WhatsApp, which will be much easier than calling on 139 or filing a complaint through an app or online portal. Currently, the Beta testing of this system has been rolled out in Northern Railway (NR) and East Central Railway (ECR) zones.

A senior ministry official said: “Once introduced, the passengers would be able to access the RailMadad AI-Enabled Whatsapp Chat Bot by simply sending any input to 7982139139. This will end the need for additional apps like RailOne, our complaint number 139 or website navigation, which sometimes take a lot of time and responses are delayed. Now passengers will have to just send their complaint, including in voice-note format, and the issue will be resolved promptly. This system will be synced with RailMadad infrastructure. We want to ease the 139 number for complaints.”

Dheeraj Mishra

Dheeraj Mishra is a Principal Correspondent with the Business Bureau of The Indian Express. He plays a critical role in covering India's massive infrastructure sectors, providing in-depth reporting on the connectivity lifelines of the nation. Expertise & Focus Areas: Mishra’s journalism is focused on two of the country's most capital-intensive and public-facing ministries: Ministry of Railways: Tracking the operations, safety, and development of India's vast railway network. Ministry of Road Transport & Highways: Covering policy decisions, infrastructure projects, and highway development. What sets Mishra apart is his rigorous use of the Right to Information (RTI) Actas a primary tool for news gathering. By relying on official data and government records, he ensures a high degree of accuracy and trustworthiness in his reporting. This data-driven approach has resulted in numerous impactful reports that hold public institutions accountable and bring transparency to government operations. Find all stories by Dheeraj Mishra here ... Read More