Railways hold a complex set of information and processes that confuse planning a journey or a booked journey. To assist passengers with their questions, Indian railways have set up a face-to-face enquiry system on the stations. They have different websites and mobile applications to disseminate information. These mobile applications share parts of this information and help the passengers. This project is an attempt to provide such one place for information dissemination instead of face-to-face enquiry. The aim is to accommodate the passenger’s question with ease. For this conversation, the design is chosen to provide the enquiry in the form of a conversation. Dialogues and replies are designed based on the audio recordings done from the enquiry station at Mumbai CSMT. Scenarios are used to test the conversational agent(Google assistant) with users, and the errors generated from these conversations are included, and the prototypes are re-iterated.

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• A Conversational Design Approach to Railway Enquiry for Mumbai CSMT......