The new AI/ML-based chatbot “Aadhaar Mitra” was introduced by the Unique Identification Authority of India (UIDAI) on Friday to improve the resident experience.
The new AI/ML-based chatbot “Aadhaar Mitra” was introduced by the Unique Identification Authority of India (UIDAI) on Friday to improve the resident experience.
In the rankings report released by the Department of Administrative Reforms and Public Grievances (DARPG) for the month of October 2022, UIDAI came in first place among all Group A ministries, departments, and autonomous entities for handling public complaints. UIDAI has led the standings for three months in a row.
“UIDAI has an effective grievance redressal structure that is made up of UIDAI HQ, its Regional Offices, a Technology Center, and active contact centre partners. In order to make Aadhaar holders’ lives and doing business easier, UIDAI has acted as a facilitator. It has also consistently worked to improve the experiences of Aadhaar holders “According to a press release from the Ministry of Electronics & IT.
Almost 92% of CRM complaints are being resolved by UIDAI within a week thanks to a coordinated, resident-centric strategy.
The organisation is committed to strengthening its grievance redressal mechanism while also providing ease of life. A cutting-edge and futuristic open-source CRM solution is being gradually rolled out by UIDAI. The new Customer Relationship Management (CRM) solution was created with cutting-edge capabilities to improve how citizens receive UIDAI services “said the ministry.
The new CRM solution may handle several channels, including phone call, email, chatbot, web portal, social media, letter, and walk-in, so that complaints can be filed, followed up on, and efficiently resolved.
