IRCTC Limited is transforming the digital travel landscape in India by embedding Artificial Intelligence and emerging technologies into its core services. Rahul Himalian, Director (Tourism and Marketing), IRCTC Limited, in an exclusive conversation with Bhaswati Guha Majumder, Senior Correspondent at APAC Media, shares how initiatives like the AI-powered Ask DISHA chatbot, which has handled over 10 billion queries, along with generative AI voice services, blockchain ticketing and immersive virtual tours are enhancing customer engagement, operational efficiency and the overall railway tourism experience.

IRCTC has been a pioneer in digital transformation with Indian Railways. How is the organisation leveraging new technologies, such as AI, cloud computing or data analytics to enhance the customer experience on its online ticketing and tourism platforms?

IRCTC is one of the most customer-centric organisations, leveraging modern technology to enhance the customer experience through its online ticketing and tourism platforms. In the era of Artificial Intelligence, IRCTC is actively adopting various AI-driven technologies to assist its customers while booking train tickets or various tourism products from its portals.

AI/ML and Generative AI at IRCTC: IRCTC has made several initiatives to embrace Artificial Intelligence and Machine Learning (AI/ML) to enhance customer experience and operational efficiency.

Conversational AI (Ask DISHA Chatbot): IRCTC deployed “Ask DISHA”, a conversational AI chatbot, as a 24×7 virtual helpdesk. Developed via a public-private partnership with CoRover and hosted on the cloud, Ask DISHA uses AI/ML and natural language processing to instantly answer passenger queries in multiple languages. This chatbot handles around 1,50,000 queries per day on ticket bookings, refunds, PNR status, train schedules, etc. across text and voice interfaces. By resolving repetitive questions instantly, it has reduced wait times for common inquiries and improved customer satisfaction. Its success showcases how AI delivers scalable customer service – Ask DISHA Chatbot has processed over 10 billion interactions and deflected a large volume of calls/emails, resulting in both cost savings and better user experience. Through an intuitive voice-based interface, Ask DISHA books around 3,000 tickets a day.

Generative AI and Voice Automation: Building on AI, IRCTC is integrating generative AI for voice-based services. IRCTC has designed the 139 helpline of Railways with Automatic Speech Recognition powered by AI and ML. It has achieved more than 85 per cent end-to-end automation in 13 languages. It is probably the first population-scale implementation of Gen AI. In 2024, IRCTC, NPCI and partners launched a voice channel-based payment system where UPI payments can be completed using feature phones in IRCTC’s own payment gateway, I-pay. Approximately 3,000 tickets are being booked daily in this mode.

Fraud Detection and Security: With millions of transactions, IRCTC utilises Machine Learning (ML) algorithms to detect fraudulent activities and bot misuse on its platforms. AI models monitor booking patterns and user behaviour in real time to flag anomalies (e.g. rapid scripted bookings), complementing rule-based checks like CAPTCHA, etc.

Application of Blockchain Technology: Recently, IRCTC ventured into NFT (Non-Fungible Token) tickets in a pilot project for the 2025 Maha Kumbh pilgrimage. IRCTC partnered with a blockchain firm to issue NFT-based train tickets on the Polygon blockchain. These NFT tickets, apart from being secure digital passes, doubled as commemorative “souvenirs” for travellers – showcasing an innovative blend of cultural marketing and tech.

With increasing cyber threats and data privacy concerns, what steps has IRCTC taken to ensure to manages quality, delivery timelines and customer feedback in real time?

IRCTC relies on state-of-the-art technologies to ensure that the Confidentiality, Integrity and Availability of all its online services and the data of its customers are adequately secured from cybersecurity threats.

IRCTC has implemented industry-standard data centre-grade network & security equipment, including Next Generation Network Firewalls, Network Intrusion Prevention System and Web Application Firewalls and Clean Pipe Services for protection from volumetric DDoS attacks. IRCTC has implemented AI-driven Anti-Bot solution, Secure DNS Services and Application Layer DDoS Protection. Secure Coding practices are being followed for application development, addressing vulnerabilities from time to time.

IRCTC is engaged with CERT-In empanelled Information Security Auditor for regular Information Security Audit of its application and infrastructure, including Application VAPT, Hosts VAPT, Secure Source Code Review and timely remediation of reported vulnerabilities, which keeps the system secure, resilient and compliant.

To ensure continuous monitoring and prompt response, IRCTC have 24×7 monitoring of systems through a dedicated Network Operation Centre (NOC). The industry standard Security Information and Event Management (SIEM) is deployed for 24×7 security monitoring. It helps to recognise and address potential security threats and vulnerabilities.

IRCTC has developed a structured governance model to oversee and enforce cybersecurity; it has nominated the Information Security Steering Committee (ISSC), Cyber Crisis Management Group and a documented Cyber Crisis Management Plan (CCMP).

IRCTC is establishing a Disaster Recovery Centre for its Business Continuity Plan that will also provide enhanced capacity for e-ticketing. Presently, IRCTC is exploring to setup advanced specialised AI Machine Learning based data security and analytics for data protection, threat detection response and compliance.

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Given the scale at which IRCTC operates, what are some challenges you face in balancing operational efficiency, passenger convenience and innovation?

The Indian Railway Catering and Tourism Corporation (IRCTC), given its scale and the complexity of serving millions of passengers daily, faces a unique blend of operational, technological and service delivery challenges which are being addressed by our able team of professionals. Balancing operational efficiency, passenger convenience and innovation involves addressing multiple and often competing priorities.

In internet ticketing, IRCTC faces the challenge of managing around eight million logins on its website and app, which puts immense pressure on the IT infrastructure. Further high traffic can lead to slowing down of the website and app, at times affecting the efficiency of the system and customer experience. To address this, we are planning to develop scalable cloud-based infrastructure and real-time load balancing systems while keeping the platform user-friendly and responsive.

Further, with a humongous database of vital information of its users, IRCTC is often subject to cyber attacks and malicious traffic. Such attacks can cause damage to the e-ticketing system, affecting its credibility. In order to mitigate these risks, IRCTC has developed a robust layered protection of its e-ticketing system with the implementation of bot detection tools for blocking of malicious traffic, Content Delivery Network, Anti-Malware and Anti-Virus software. The technocrats of IRCTC are working round the clock to prevent the system from any cyber attacks by conducting regular audits while at the same time offering seamless services to the passengers.

Maintaining consistent food quality, hygiene and timely delivery of meals across thousands of trains and stations across the country is a constant challenge for the company, which might affect customer satisfaction at times. Such challenges are handled by the able team of catering professionals daily with various strategies such as vendor digitisation, real-time monitoring, passenger feedback and AI tools to detect and rectify service anomalies.

The catering and e-catering ecosystem has evolved significantly. How is IRCTC using tech platforms to manage quality, delivery timelines and customer feedback in real time?

I absolutely agree with your statement that the catering and e-catering ecosystem of IRCTC has undergone a major transformation in recent years. To meet the high expectations of modern travellers, IRCTC has adopted various technological platforms to manage food quality, timely delivery, vendor coordination and real-time customer feedback.

IRCTC is using digital means to onboard and audit food vendors. IRCTC conducts regular quality checks of food being served to the passengers as well as the food preparation area, which are recorded digitally and monitored centrally. The company further ensures compliance with FSSAI norms, hygiene standards and packaging protocols are being enforced using tech-enabled audit trails. IRCTC monitors the operations of most of its kitchens remotely through CCTV surveillance and AI-enabled tools, wherein deviations in food preparation and packaging practices and maintaining hygienic standards are rectified in real-time. In effect, it is mentioned that IRCTC has already established a state of the art Centralised Control Room in its Corporate office for round the clock monitoring of food production and packaging activities in its kitchens around the country which generates AI-based live tickets w.r.t deviations observed in Standard Operating Procedures of food preparation and packaging (not wearing of head gear while food preparation, cleanliness issues in food production/packaging areas etc.) and effects resolution on real time basis.

IRCTC has empanelled renowned food delivery aggregators, restaurant chains and famous standalone food outlets for providing e-catering services to the passengers. The e-catering service is based on various robust technologies such as an integrated food order management system through its e-catering app connecting vendors, delivery personnel and train schedules for ensuring timely delivery of meals and real-time delivery tracking based on GPS. At present, IRCTC is booking more than 90,000 meals for the passengers per day through its e-catering module.

IRCTC also deploys an AI-enabled feedback mechanism through which passengers receive prompts via SMS, WhatsApp or App notifications for rating the meal experience. The AI-based feedback system analyses the feedback to identify trends, flag negative patterns and escalate serious complaints instantly.

IRCTC plays a key role in Indian tourism through its Tour Packages and Luxury Trains. How is technology helping personalise and scale these offerings for different traveller segments?

In a world where convenience and personalisation reign supreme, Indian Railway Catering and Tourism Corporation (IRCTC) is leading the charge in transforming the travel experience for millions of vacationers and railway enthusiasts.

Recognised predominantly for its online ticket booking services, IRCTC is now making significant strides in the Online Travel Aggregator (OTA) market by offering an enhanced online platform for various travel-related bookings, viz. www.irctctourism.com. In addition, IRCTC has some of the world’s best luxury trains – The Maharajas’ Express and Golden Chariot train, which are also being marketed online through their website www.the-maharajas.com and www.goldenchariot.org. IRCTC also operates a Semi-Luxury Train, viz. the Bharat Gaurav Deluxe Train, covering various sites connected with the life of Lord Buddha, the bookings of which are also done online through www.irctcbuddhisttrain.com. There is a booking platform for booking meals online while travelling, viz. www.ecatering.irctc.co.in. Further, IRCTC also offers online air ticketing services through its air ticketing portal www.air.irctc.co.in.

Online presence of IRCTC caters to the diverse needs of travellers while ensuring a seamless digital interface. IRCTC’s online booking platforms offer an extensive selection of options, ranging from budget accommodations to five-star hotels, domestic and international flight tickets and as well as immersive luxury experiences through its two luxury trains, viz. the Maharajas’ Express and Golden Chariot. Understanding that the average traveller looks for more than just the lowest price, IRCTC is building personalisation features that aim to streamline the booking process. For instance, the platform will soon utilise data analytics to recommend hotels, experiences and train journeys based on users’ past preferences.

The user interface has been designed for simplicity and efficiency. Visitors can easily navigate through the wide array of hotel options, tour packages, complete with detailed descriptions, images and reviews from previous guests. This information empowers travellers to make informed decisions. Furthermore, advanced filtering tools allow users to sort accommodations based on various parameters such as price range, star rating and amenities, ensuring that every traveller can find the perfect fit for their needs. Similarly, users can sift through several Train Tour Packages, Domestic Air Packages and Outbound Air Packages by filtering through Price Range, City of Origin, Date and Time, etc. The entire gamut of offerings on IRCTC’s Tourism Portal is lucidly listed for the convenience of the users.

Luxury train experiences have also taken centre stage on the IRCTC platform. Options such as the Maharajas’ Express and the Golden Chariot offer unique experiences themed around Indian heritage and cultural richness. These luxury trains promise an unforgettable journey that goes beyond mere transportation to offer a holistic travel experience, complete with gourmet dining and guided excursions at stunning destinations. The ability to book these journeys online, coupled with choices of trips, has made luxury travel more exciting for the discerning traveller. IRCTC has developed unique itineraries which enable users to choose from a variety of destinations, whether one wishes to explore the cultural heritage of Rajasthan or experience the scenic beauty of South India or delve into the spirituality at Khajurao and Varanasi, the platform allows users to handpick their journeys accordingly.

Once a booking is made, IRCTC continues to engage with travellers through proactive communication. Notifications regarding booking confirmations, Do’s and Don’t’s and other important information are conveyed through WhatsApp messaging, creating an environment where customers feel valued and considered. This engagement in customer service extends beyond the online booking process. IRCTC offers a personalised experience through dedicated Tour Managers on select journeys.

IRCTC is also in the process of developing a state-of-the-art Unified Online Booking Portal, which aims to be the market leader in a few years from now. The Unified Portal will offer various travel and hospitality services under one umbrella to support the travellers through their entire journey. Heavily relying on AI and ML, this portal will combine the expertise gained by IRCTC over the years in personalising the experience of its users.

In conclusion, IRCTC’s online booking platforms highlight a significant evolution in the travel landscape in India. With a focus on personalisation, convenience and customer service, IRCTC is not merely selling travel options but is crafting personalised experiences that resonate with the needs of modern travellers. IRCTC is committed to reinventing the way people travel, making their journeys more enjoyable and memorable than ever before.

What is the next for IRCTC in terms of strategic digital initiatives – can we expect any upcoming platforms, smart mobility solutions or AI-driven services for railway passengers?

IRCTC is continuously innovating its business models to be at par with the latest technological trends, thereby creating a seamless ticket booking environment for its users.

Continuous Improvement in Ask DISHA Chatbot: As I have already mentioned, the AI-based Chatbot AskDisha 2.0 is being continuously upgraded with new features such as Gen-AI, multilingual capabilities and voice commands, thereby assisting the users with end-to-end journey planning, including ticket booking, food ordering and real-time train enquiry.

One Nation One Ticket Initiative: IRCTC is committed towards the “One Nation One Ticket” Initiative of the Government of India and is already offering DMRC QR Code-based tickets on its website and app for users travelling to and from Delhi. IRCTC will also be entering into MoUs with more Rail Transport Corporations in future, thereby contributing to the government’s vision of Multi-Modal Ticketing.

Robotic Process Automation (RPA): We are exploring options of RPA bots to automate high-volume, repetitive tasks in its back office. For instance, RPA is used in processing ticket cancellations and refunds, vendor invoice handling and verifying user KYC documents – tasks that are manual and time-consuming. By mimicking human actions on internal systems, RPA will reduce the processing time and human errors in these tasks. Combining AI with RPA can greatly improve operational efficiency. For example, chatbot inquiries that escalate to specific backend actions (such as initiating a refund or sending a confirmation) will be handled end-to-end by automation scripts, freeing up staff for higher-level tasks. This automation contributes to cost efficiency and scalability of IRCTC’s operations.

Personalisation & Intelligent Search: IRCTC’s online platforms will use AI/ML to personalise user experiences – from intelligent search results to tailored recommendations for tourism packages and add-ons. Machine learning models can analyse booking data and user behaviour to offer relevant cross-sells (e.g. travel insurance, hotel bookings, etc.) and to optimise search rankings for faster discovery of trains and services. These AI-driven features make the vast IRCTC service catalogue more user-friendly and help increase conversion rates.

Automated Vendor Onboarding and Payments: As IRCTC expands its services (e.g. e- e-catering, tourism packages, etc.), it will also implement automated vendor onboarding and contract management. A digital portal backed by smart workflows streamlines how restaurants, hotels and travel agents register with IRCTC. The system automatically validates documents, enforces compliance (using checklists or even blockchain-based verification for contracts) and reduces the time to bring new partners online. Such intelligent automation shortens onboarding from weeks to days, allowing IRCTC to rapidly scale its supplier ecosystem. This automation will improve governance by embedding rules (for service quality, payments, etc.) into the onboarding software – akin to how smart contracts codify agreements.

Immersive Technologies in Tourism Marketing: IRCTC is exploring Augmented Reality (AR), Virtual Reality (VR) and even the metaverse to enrich its tourism and marketing efforts:

• Virtual Tour Experiences: To promote its luxury trains and tour packages, IRCTC will offer immersive 360° virtual tours. For example, the Maharajas’ Express (IRCTC’s flagship luxury train)will have an online VR tour that lets potential customers virtually walk through its opulent cabins, lounges and restaurants. This high-resolution 3D tour provides a “panoramic… tantalising view of life aboard the Maharajas’ Express”, allowing global travellers to experience the train’s interiors and ambience remotely. By integrating such VR content on its website, IRCTC propose to broaden the reach of its marketing, giving a sneak peek of the luxury experience to entice customers.
• Augmented Reality & Metaverse Concepts: IRCTC is also evaluating Augmented Reality (AR) for interactive customer engagement. In future, a user could point their smartphone at a railway station or tourist site and get AR overlays of information (e.g. historical details, navigation cues to their coach, etc.). For travel package promotion, IRCTC envisions AR/VR kiosks at tourism fairs where users can virtually experience destinations.

IRCTC is continuously innovating to simplify processes not only for its customers but also for its employees with the use of the latest tech-driven ideas and concepts.

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