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QNO How to Audit BOT Based System New Course – (SM23)
DAA.960 TITANIUM CNO -- Unique

A large passenger carrier is having an AI bot for passenger ticket booking with following processes:
User Interaction: The bot interacts with passengers through various channels such as a website, mobile
app, or messaging platforms. Passengers can initiate a conversation with the bot by providing their travel
details, preferences, and other required information.

Natural Language Processing (NLP): The bot utilizes natural language processing techniques to understand
and interpret the passenger's queries and requests. It can process text or voice inputs and extract relevant
information to facilitate ticket booking.

Query Handling: The bot responds to passenger queries related to ticket availability, fares, train schedules,
seat preferences, and other relevant information. It can provide real-time updates and answers to
common passenger questions.

Booking Process: Upon receiving a booking request, the bot collects the necessary details from the
passenger, including travel dates, destinations, class preferences, and passenger information. It validates
the inputs, checks seat availability, and calculates fares based on the carrier's pricing structure.

Integration with Booking Systems: The bot interfaces with the carrier's booking systems to check seat
availability, reserve seats, and process payment transactions. It securely communicates with the backend
systems to initiate the booking process.

Payment Processing: The bot facilitates secure payment transactions, allowing passengers to provide
payment details and complete the booking. It may integrate with various payment gateways or services
to process credit card payments, net banking, or other payment methods.

Confirmation and Ticket Generation: Once the booking is successfully processed, the bot generates a
booking confirmation along with a unique ticket number. It provides the passenger with the necessary
information, including the ticket details, train information, and any other relevant instructions.

Ancillary Services: The bot may offer additional services such as seat upgrades, meal selection, travel
insurance, or other ancillary offerings. It can provide information and assist passengers in availing these
services during the booking process.

Post-Booking Support: The bot can assist passengers with post-booking support, including itinerary
changes, cancellations, or ticket modifications. It handles these requests, checks the carrier's policies, and
processes the necessary changes as per the passenger's requirements.

Integration with Customer Support: The bot may be integrated with customer support systems to escalate
complex queries or issues to human agents when necessary. It can provide a seamless transition from
automated assistance to human interaction, ensuring a high level of customer service.

How to Audit above BOT Based System?
Answer 1. Audit Preparation:
- Identify the objectives and goals of auditing the IRCTC ticket booking bot.
- Determine the scope of the audit, including the specific aspects of the bot's functionality and operations
to be evaluated.
- Review relevant regulatory and compliance standards applicable to the ticket booking process.

2. Risk Assessment Procedures:
- Verifying compliance with regulations, policies, and procedures.
- Reviewing system architecture, design, and documentation.
- Evaluating security measures: authentication, access controls, and encryption.
- Testing the bot's functionality by simulating scenarios.
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