PSUs, state our bodies drive AI-based chatbot adoption in India

NEW DELHI : Public sector organizations and authorities businesses are main the adoption of synthetic intelligence (AI)-based chatbots in India, utilizing them for numerous actions starting from citizen engagement to ticket reserving and customer support. While authorities our bodies nonetheless lag their world counterparts in AI adoption, specialists mentioned the expansion of chatbots within the public sector started through the pandemic and has continued since.

The vary of deployments embrace our bodies such because the National Payments Corp. of India (NPCI), Indian Railways, Bangalore Metro Rail Corp. Ltd (BMRCL) and Bharat Petroleum Corp. Ltd (BPCL), that are more and more utilizing these automation platforms to reply person queries and even settle for bookings.

On 1 November, BMRCL launched an automatic textual content platform on WhatsApp. Developed by homegrown AI dialog service supplier Yellow.ai, the platform affords ticket and metro rail cross reserving. Users can enquire about routes and ticket costs, and register their unified funds interface (UPI)-linked financial institution accounts to purchase tickets and passes for journeys.

Rashid Khan, co-founder and chief product officer of Yellow.ai, mentioned that since its introduction, BMRCL’s WhatsApp platform has seen greater than 15 million messages exchanged on the platform, onboarding greater than 100,000 customers on this interval.

“We are seeing a minimum of 10,000 new customers being added to the service each week, and the bilingual service has to date seen about 30% of utilization in Kannada, with the remaining being in English,” Khan added.

Yellow.ai has around 10 active clients from governments and public sectors, including BPCL and the Madhya Pradesh State Electricity Board. It expects to earn about 30% of its revenue from government and public sector projects by FY24.

Other companies offering conversational automation services such as Bengaluru-based Gupshup are also adding fresh clients. Beerud Sheth, chief executive of Gupshup, said the company is working with bodies like NPCI, for which it built ‘DigiSaathi’ in May this year—a chatbot service for customers to find information on resolution of issues with digital payments, on WhatsApp.

In March, Gupshup built ‘Conversations on the move’ for the Central Railways, a chatbot designed for user entertainment on select train routes. The service is presently available on 10 trains, and offers passengers infotainment on journey locations. “Government bodies are realizing that for users in emerging markets such as India, chat apps and platforms are super apps—where users do payments, content sharing and more, apart from just conversations. There is a natural evolution process where chatbot adoption is picking up, since this gives users’ great convenience,” Sheth mentioned.

Yellow.ai’s Khan concurred, stating that with the ability to supply multi-language dialog platforms by way of chat providers has far better worth than asking customers to entry web sites.

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