After Artificial Intelligence, Railways turns to Emotional Intelligence to improve customer experience

After adopting Artificial Intelligence (AI) to prevent signal-failure, Indian Railways has now opted for Emotional Intelligence (EI) to help senior officials improve service delivery systems in a faster and more decisive way.

The Railways suffers at times due to indecisiveness at the higher levels due to various reasons, including stress and the lack of empathy among concerned officials.

To create emotionally intelligent leadership strategies for a turnaround of the Railways, a full-fledged exercise is underway in the public behemoth to make all top level officials undergo EI training conducted by a globally certified master trainer.

Developed by Canada’s Multi-Health Systems and based on rigorous research and validation, the EI course modules aim to enable officers find solutions to problems in situations where emotions are involved — especially in customer-facing situations.