The Greater Chennai Corporation (GCC) will launch a modern citizen engagement platform this month with ChatBot to improve services to residents who seek help from officials to resolve civic issues.
The modernised platform is expected to be a step towards utilising aspects such as artificial intelligence systems to enhance communication between officials and residents. “It will be completed next week. Final implementation is expected in 15 days. The quality of service will improve. Residents will also be able to directly contact officials,” said an official.
GCC officials said the major difference between the old 1913 helpline and the new platform was the automation of monitoring broken calls from residents. For instance, more than 2% of the calls made to helpline 1913 had been classified as broken calls. Currently, the GCC monitored these by manually collecting the details of residents since the call centre and grievance redressal platforms are separate.
