Sep 28, 2018
Citizens living in Pune, a smart city in Maharashtra, India. Now don’t need to rely on the traditional ways of communicating their queries to the local bodies. The pain of traveling back and forth to the department, waiting for endless hours to get through the registration process, and many other activities are now simplified by the Pune Municipal Cooperation (PMC) AI chatbot.
Doesn’t this sound like something we all want? To get our work done with less hassle, especially when it comes to the government sector? That’s what a chatbot does, lessen the burden of the government body and flow effective conversations.
“Chatbots let citizens navigate government entitlements and create easy access for citizens to understand and engage with local services,” says Gartner, in a recent report.
Smart cities around the world work with different missions and objectives with a prime focus to make their citizens lives easier. Talking about India, the 100 smart cities mission launched by the Prime minister to provide core infrastructure, sustainable environment and create smart solutions for the citizens. However, it still becomes difficult for citizens to find the accurate information or get an update regarding the complaint filed. The conversation between the government and the citizens still feels disconnected. Looking on the other side, it also becomes difficult for the local body to answer thousands of queries at one go. As the process is handled by human agents it becomes difficult to handle such a huge number of queries, it goes beyond human capacity.
The answer to the citizen's problem can be understood by their daily pattern of communicating. Which mostly juggles between calls and chat. Either we call or chat over messaging platforms and portals. Over a period of time chat is getting an extra edge over other methods as it is the quickest and easiest way to connect. Now, brands have started to adopt this technique to get closer to their customers.
The way brands are floating such conversations with the help of an AI-powered chatbot. Not only for brands, but a chatbot holds a lot of capability to solve the key problems of the smart cities/ government bodies starting from automating their regular task of answering FAQs to allowing citizens to pay their dues via chatbot. Chatbots are machines that strike a conversation with the user/citizens via the internet.
Artificial intelligence works as the most important element of the chatbot. As it helps the bot to act like a human. If you are new to this concept of Artificial intelligence, chatbot and chatbot development you can read our blog to understand these terms in a deeper way.
After detecting the problem of communication and the knowing chatbot is the solution. Here are the actionable steps designed by us that will help to bridge the communication gap
If these actions are implemented by the smart cities, it will lead to modernization and improve the engagement between the government, and the citizen of India. The simplicity of the chatbot will make it easy for a small child or layman to get access to government services over Whatsapp or nearby Kiosk machine and register a complaint in a respective department of ULB or take pictures and send them using Whatsapp to CCRS system (Citizen Grievance system). The government will also get first-hand data about Citizen’s pain points and Sentiments to get a deeper understanding of their problems.
AI-powered chatbot will increase transparency between Government and Citizen Services. Citizens will feel more satisfied with the local government working on their issues. A chatbot will the help smart city to improve the quality of interactions it has with the user and generates data that helps them to understand the pain points in their area and make strategy accordingly.
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