Panaji: State govt will set up an AI-based 24×7 helpline for the public to raise grievances and a 15-seat physical call centre to verify the accuracy of grievance details captured by the bot, ensuring that correct information is collected from citizens and routed to the right department.The directorate of public grievances aims to enhance public accessibility and to streamline the process of grievance redressal, a senior govt officer said.The Al voice-bot, hosted on the cloud platform, will handle the majority of incoming citizen calls in Konkani, Marathi, Hindi and English, while trained agents at the call centre will handle escalations, sensitive matters and verification of grievance details before they enter the grievance-management system.The main aim is to redress the grievances of the general public through the online portal PRS at the state level, through CGRAMS, helpline no. 9319334335 and WhatsApp no. 8956642400, where the general public can register their grievances with the department concerned or with this directorate, the officer said.Goa govt has approved the deployment of an Al-based “Chief Minister Helpline” which shall operate on a 24×7 basis. The AI front-end of the helpline is ready for deployment and will handle citizen’s calls in regional languages using natural-language understanding, speech-to-text and text-to-speech technologies.The helpline shall be operated by the directorate.
