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IRCTC Vs SWIGGY Chatbot: Name: Ankush Bagley Entry Number: 2018SMF6628

IRCTC launched a chatbot named 'AskDisha' in 2018 that welcomes users gently and helps them with tasks like cancelling tickets. It can understand misspelled words and provides translations between English and Hindi. However, it shows advertisements. Swiggy's chatbot only handles order-related queries for past orders and allows reordering items or refunds depending on past order history to prevent misuse. It provides fewer features than IRCTC's chatbot but without advertisements. Overall, the document compares the user experience of the IRCTC and Swiggy chatbots and concludes that IRCTC's chatbot scores higher due to its additional features.

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122 views3 pages

IRCTC Vs SWIGGY Chatbot: Name: Ankush Bagley Entry Number: 2018SMF6628

IRCTC launched a chatbot named 'AskDisha' in 2018 that welcomes users gently and helps them with tasks like cancelling tickets. It can understand misspelled words and provides translations between English and Hindi. However, it shows advertisements. Swiggy's chatbot only handles order-related queries for past orders and allows reordering items or refunds depending on past order history to prevent misuse. It provides fewer features than IRCTC's chatbot but without advertisements. Overall, the document compares the user experience of the IRCTC and Swiggy chatbots and concludes that IRCTC's chatbot scores higher due to its additional features.

Uploaded by

ankush
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as DOCX, PDF, TXT or read online on Scribd
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Name: Ankush Bagley Entry Number: 2018SMF6628

IRCTC vs SWIGGY Chatbot

We are currently in the millennial age and a well-known fact is that most millennials spend a majority
of their waking hours attached to their phones and that they prefer texting over calling. Whatever an
individual wants to do can be made easier simply by making it a process that millennials are most
comfortable with: a chatbot that you can text! It can do everything that you are doing currently on an
app.

This blog has been written to document the user experience of IRCTC and Swiggy Chatbot.

IRCTC has launched its Chatbot named ‘AskDisha’ (Digital Interaction to Seek Help Anytime) in
2018. It has been developed by Bengaluru-based start-up CoRover Pvt. Ltd and with IRCTC becomes
the first government corporation to launch a chatbot enabled helpdesk services. This chatbot has also
been integrated with the official IRCTC android app.
Coming to the customer experience, ‘AskDisha’ welcomes gently with a ‘Hi’ and an introductory
message. It also automatically explains you about the how a user should proceed ahead by giving
examples of how to write the queries with examples like How to cancel e-ticket etc.

Disha also interprets the keywords like cancel or tatkal etc. and provide the next steps to be followed.
The interesting thing about this chatbot is that it can process the wrong spelling or the shorts words
like refnd, ttkl etc. Disha also provides the voice recognition feature for asking queries on the
platform.

It also has number of questions being embedded into the typing chat window. Whenever you type
some keyword, the relevant questions pop-up to select from.

The most interesting feature about Disha I found to be is the translation of text from English to Hindi
and vice versa on the message received itself. Each message received has like and dislike button. This
button might be used to improve the answers in coming updates based on the user responses.

It also replies to the random messages sent by a templated message which includes series of queries
with hyperlinks. It also smartly replies to the personal questions being asked.

Annoying this about this platform is, it has the advertisements being shown at the end of chat named
“Deals of the Day” which redirects to usually Amazon.com. It also has advertisements coming in chat
window itself before ‘Hi’. A small icon near to the left of chat window also has links to Games,
songs, videos etc. maybe partnered with the advertising companies.

Coming to Swiggy, after extensive review of other chat and messaging solutions, Layer’s Enterprise
Messaging solution was selected for integration with Swiggy’s chatbot. Swiggy’s chatbot is different
from IRCTC as it doesn’t answer general queries. It doesn’t provide any informational messages like
how to place an order etc. Swiggy’s chatbot deals with only the order related queries from the Help
section of that particular order. It only deals with 8 issues which Swiggy has shortlisted.

It also shows the Past Conversations done for that particular order.

Once you chose your issue from those 8 issues, it redirects to the chat window where it asks for the
food items you have issues from all the items ordered.

After this, based on some inbuilt algorithms, Swiggy asks for a reply in the form of:

 Re-ordering the items


 Refund of items
 Chat with delivery executive
 Only want to report the issue
Based on my experience, Swiggy only reorders the items or provide the refund of items if you have
not reordered or refunded from last 5 orders or from last 30-40 days. This has been kept to stop
preventing the misuse of chatbot by users.

Swiggy also doesn’t allow you to refund or reorder if you have made a new account. Many users root
their mobile phones to provide different IMEI address and order again and try for refunds. Swiggy
also provides an option to chat with executive if you are not happy with the chatbot results.

But, Swiggy doesn’t provide any advertisements in the chat window or after that as compared to
IRCTC.

Based on both the IRCTC and Swiggy Chatbots user experiences, personally IRCTC scores
more than Swiggy as it provides many additional features like answering general queries,
providing translations and many more where as scope of Swiggy is limited only to answering
order related issues.

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