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India’s AI-enabled COVID-19 chatbots empower citizens

India deployed the world’s largest WhatsApp chatbot , MyGov Corona Helpdesk, in March 2020 to aid the country’s fight against the pandemic by disseminating timely and right information.

According to a report, the onset of the global pandemic brought about a panic wave in the country, so the government took it upon itself to curb the spread of rumours and misinformation. The government wanted a solution that would empower citizens with the right steps to take precautionary measures for staying safe during the COVID-19 pandemic. The key objective was to offer a 24/7 helpdesk that answered COVID-19 queries and helped prevent the spread of false information. It was also important to handle the scale and diversity of queries being directed from millions of users across the country in English and Hindi.

Haptik is a Conversational AI company that built the MyGov Corona Helpdesk in record time. This Intelligent Virtual Assistant (IVA) is essentially an AI-powered WhatsApp chatbot that provides accurate information. The chatbot has the following functionalities:

  • Help users check symptoms and get a diagnosis.
  • Provide tips and precautionary measures to stay safe.
  • Share the latest updates and advisories from the Ministry of Health.
  • Bust myths around COVID-19.
  • Share information about the official helpline.

Timely and accurate communication has been a key pillar in the fight against COVID-19. This has been greatly strengthened with the MyGov Corona Helpdesk, which has been handling millions of diverse queries in both English and Hindi. Since its launch, the helpdesk has successfully catered to over 25 million users with over 36 million queries. Remarkably, the chatbot was deployed in a record time of only five days.

A similar application was launched to help the public deal with COVID-19. Under the Digital India programme, in collaboration with Accenture and Microsoft, the government unveiled MyGov Saathi, enabling citizen communication. The bot uses AI and natural language processing to understand customer questions and provide appropriate responses.

The bot also directs residents to webpages with comprehensive information. Initially started in English, it has now been expanded the bot to Hindi and other regional languages so that it can reach more citizens in a personal, direct way. Currently, the bot has around 250,000 monthly users, and daily active sessions range from a few hundred to a few thousand, with total active sessions over a 16-day period nearing 600,000.

Further, another chatbot, Aaple Sarkar Bot, allows users to access information regarding public services managed by the state government and can process many queries every day such as analysing, maintaining records, and providing the user with the most useful information.

Through the app, an individual can search for services such as permanent water connection, driving licenses, and access-related information including prerequisites for the application, tracking the status of the application, and monitoring progress.

A news report explained that as part of the Right to Services Act of 2015, the bot is deployed to complement existing mobile apps and websites that help with queries related to healthcare, education, public utilities, rural development, revenue, and other public related services. The chatbot comprises of a range of algorithms that has the ability to process many queries every day, such as analysing, maintaining records, and providing the user with information. Haptik used its own personalised tool for creating the bot which comprised of three parts, including a bot-builder, human chat agent, and analytic dashboard.

PARTNER

Qlik’s vision is a data-literate world, where everyone can use data and analytics to improve decision-making and solve their most challenging problems. A private company, Qlik offers real-time data integration and analytics solutions, powered by Qlik Cloud, to close the gaps between data, insights and action. By transforming data into Active Intelligence, businesses can drive better decisions, improve revenue and profitability, and optimize customer relationships. Qlik serves more than 38,000 active customers in over 100 countries.

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CTC Global Singapore, a premier end-to-end IT solutions provider, is a fully owned subsidiary of ITOCHU Techno-Solutions Corporation (CTC) and ITOCHU Corporation.

Since 1972, CTC has established itself as one of the country’s top IT solutions providers. With 50 years of experience, headed by an experienced management team and staffed by over 200 qualified IT professionals, we support organizations with integrated IT solutions expertise in Autonomous IT, Cyber Security, Digital Transformation, Enterprise Cloud Infrastructure, Workplace Modernization and Professional Services.

Well-known for our strengths in system integration and consultation, CTC Global proves to be the preferred IT outsourcing destination for organizations all over Singapore today.

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Planview has one mission: to build the future of connected work. Our solutions enable organizations to connect the business from ideas to impact, empowering companies to accelerate the achievement of what matters most. Planview’s full spectrum of Portfolio Management and Work Management solutions creates an organizational focus on the strategic outcomes that matter and empowers teams to deliver their best work, no matter how they work. The comprehensive Planview platform and enterprise success model enables customers to deliver innovative, competitive products, services, and customer experiences. Headquartered in Austin, Texas, with locations around the world, Planview has more than 1,300 employees supporting 4,500 customers and 2.6 million users worldwide. For more information, visit www.planview.com.

SUPPORTING ORGANISATION

SIRIM is a premier industrial research and technology organisation in Malaysia, wholly-owned by the Minister​ of Finance Incorporated. With over forty years of experience and expertise, SIRIM is mandated as the machinery for research and technology development, and the national champion of quality. SIRIM has always played a major role in the development of the country’s private sector. By tapping into our expertise and knowledge base, we focus on developing new technologies and improvements in the manufacturing, technology and services sectors. We nurture Small Medium Enterprises (SME) growth with solutions for technology penetration and upgrading, making it an ideal technology partner for SMEs.

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HashiCorp provides infrastructure automation software for multi-cloud environments, enabling enterprises to unlock a common cloud operating model to provision, secure, connect, and run any application on any infrastructure. HashiCorp tools allow organizations to deliver applications faster by helping enterprises transition from manual processes and ITIL practices to self-service automation and DevOps practices. 

PARTNER

IBM is a leading global hybrid cloud and AI, and business services provider. We help clients in more than 175 countries capitalize on insights from their data, streamline business processes, reduce costs and gain the competitive edge in their industries. Nearly 3,000 government and corporate entities in critical infrastructure areas such as financial services, telecommunications and healthcare rely on IBM’s hybrid cloud platform and Red Hat OpenShift to affect their digital transformations quickly, efficiently and securely. IBM’s breakthrough innovations in AI, quantum computing, industry-specific cloud solutions and business services deliver open and flexible options to our clients. All of this is backed by IBM’s legendary commitment to trust, transparency, responsibility, inclusivity and service.

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