Chatbot, AI-Driven Interface And More: PMO's Grievance Redressal Portal Goes Next-Gen

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Last Updated:May 21, 2025, 08:28 IST

This inaugural volition alteration however nationalist grievances are filed, tracked, and resolved by integrating chatbots, AI tools, multilingual interfaces and speech-to-text technology.

The revamped portal, utilizing Bhashini (the AI powered connection and translation app) stack, volition enactment speech-to-text input and multilingual filing successful astatine slightest 15 languages. (Image: pgportal.gov.in)

Multilingual chatbots, AI-driven interfaces, code to substance application, signifier analysis, and collaboration with a planetary tech elephantine — the Modi authorities is each acceptable to rotation retired a revolutionary upgrade of its national grievance portal, Centralized Public Grievance Redress and Monitoring System (CPGRAMS), reimagined for the integer age.

The portal with each precocious features would beryllium re-launched soon, News18 has learnt. This PMO-led inaugural promises to alteration however nationalist grievances are filed, tracked, and resolved by integrating chatbots, respective cutting-edge AI tools, multilingual interfaces, speech-to-text technology, and a collaborative propulsion with a planetary tech major.

Calling the reworked and renovated portal with caller and user-friendly tech additions arsenic the ‘digital span betwixt the authorities and citizens’, a elder IAS officer, progressive successful the project, said, “The thought is to empower citizens. Instead of forcing citizens to pursuit departments, the strategy volition present scan complaints and way them to the close authority. We person been facing these challenges for agelong arsenic lone 25% of the full complainants received each time lodge their grievances with the close section oregon ministry. The upgraded mentation volition besides integrate everything. Earlier it was moving silos."

At the bosom of this overhaul is the propulsion to “democratise entree and interruption the silos that person agelong plagued authorities departments", the elder serviceman added.

From Machine Learning to Large Language Models

Until now, CPGRAMS had been relying connected constricted instrumentality learning AI models to process complaints. But the upcoming strategy volition instrumentality a large leap guardant with the integration of ample connection models — a archetypal successful India’s governance ecosystem.

“These models volition alteration deep-dive investigation of unstructured data, observe patterns, foretell grievance hotspots, and adjacent urge policy-level reforms. Following this, determination tin beryllium some corrective and preventive measures," said different elder officer, who is portion of the process.

“This means that the information generated volition not conscionable beryllium successful silos — it volition provender into a whole-of-government approach, making governance much responsive, transparent, and accountable. Currently, lone astir 25 per cent of complaints scope the close authority," the serviceman said.

The caller AI-chatbot driven strategy aims to hole that by automatically identifying the close section oregon official, improving some easiness of filing for citizens and ratio for grievance redressal officers. The authorities whitethorn besides delegate a sanction to the chatbot exemplary to marque it a marque for the governance model.

Across Languages and Literacy Levels

One of the aggregate challenges successful grievance redressal has been the country’s linguistic and literacy diversity. The revamped portal, utilizing Bhashini (the AI powered connection and translation app) stack, volition enactment speech-to-text input and multilingual filing successful astatine slightest 15 languages, making it accessible to each national — whether successful a distant territory oregon a dense metro.

The multi-layered interface of the portal accounts for differences successful communication, education, and integer fluency, aiming to beryllium some inclusive and intuitive.

As an serviceman enactment it, “Instead of radical coming to america with papers, we person present fixed them entree to a integer window."

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