The Centre recently unveiled an Artificial Intelligence (AI)-enabled chatbot named Samadhan Didi to help citizens raise grievances against government departments online.
About Samadhan Didi:
It is an Artificial Intelligence (AI)-enabled chatbot to help citizens raise grievances against government departments online.
It is a voice-based, multilingual grievance registration assistant with intelligent AI-based categorisation that helps citizens connect with the appropriate department or authority quickly and efficiently.
This innovative tool allows citizens to lodge complaints through voice commands in multiple languages, without the need to categorize them.
Developed by the Department of Administrative Reforms and Public Grievances (DARPG) in collaboration with Bhashini (an AI-powered tool), the chatbot has been developed within secure government infrastructure, ensuring data privacy.
It has been integrated with the Centralized Public Grievance Redress and Monitoring System (CPGRAMS).
The chatbot is designed to help citizens, particularly those who are unsure where to submit a complaint or whom to address it to, and those who are unable to draft complaints in Hindi or English.
The platform guides users through the process and assists in preparing complaints in an accessible and user-friendly manner.
With Samadhan Didi, citizens can register grievances by describing their concerns in plain, everyday language.
There is no requirement to identify the relevant ministry, department, category, or subcategory.
The AI-powered chatbot understands the issue, seeks any necessary clarifications, automatically identifies the appropriate authority, and files the grievance with the concerned department.
It currently supports all 22 scheduled Indian languages, and efforts are underway to incorporate additional regional and local languages.
Key Facts about CPGRAMS:
It is an online platform available to the citizens 24×7 to lodge their grievances to the public authorities on any subject related to service delivery.
It was developed and monitored by the Department of Administrative Reforms and Public Grievances (DARPG), Ministry of Personnel, Public Grievances, and Pensions.
It is a single portal connected to all the ministries/departments of the Government of India and States.
Every ministry and state have role-based access to this system.
CPGRAMS is also accessible to the citizens through a standalone mobile application downloadable through the Google Play store, and mobile application integrated with UMANG.
The status of the grievance filed in CPGRAMS can be tracked with the unique registration ID provided at the time of registration of the complainant.
The grievances received on the CPGRAMS shall be resolved promptly as soon as they are received but within a maximum period of 21 days.
CPGRAMS also provides an appeal facility to the citizens if they are not satisfied with the resolution by the Grievance Officer.
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