21-05-2025
Chatbot, AI-Driven Interface And More: PMO's Grievance Redressal Portal Goes Next-Gen
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This initiative will transform how public grievances are filed, tracked, and resolved by integrating chatbots, AI tools, multilingual interfaces and speech-to-text technology.
Multilingual chatbots, AI-driven interfaces, speech to text application, pattern analysis, and collaboration with a global tech giant — the Modi government is all set to roll out a revolutionary upgrade of its citizen grievance portal, Centralized Public Grievance Redress and Monitoring System (CPGRAMS), reimagined for the digital age.
The portal with all advanced features would be re-launched soon, News18 has learnt. This PMO-led initiative promises to transform how public grievances are filed, tracked, and resolved by integrating chatbots, several cutting-edge AI tools, multilingual interfaces, speech-to-text technology, and a collaborative push with a global tech major.
Calling the reworked and renovated portal with fresh and user-friendly tech additions as the 'digital bridge between the government and citizens', a senior IAS officer, involved in the project, said, 'The idea is to empower citizens. Instead of forcing citizens to chase departments, the system will now scan complaints and route them to the right authority. We have been facing these challenges for long as only 25% of the total complainants received every day lodge their grievances with the right department or ministry. The upgraded version will also integrate everything. Earlier it was working silos."
At the heart of this overhaul is the push to 'democratise access and break the silos that have long plagued government departments", the senior officer added.
From Machine Learning to Large Language Models
Until now, CPGRAMS had been relying on limited machine learning AI models to process complaints. But the upcoming system will take a major leap forward with the integration of large language models — a first in India's governance ecosystem.
'These models will enable deep-dive analysis of unstructured data, detect patterns, predict grievance hotspots, and even recommend policy-level reforms. Following this, there can be both corrective and preventive measures," said another senior officer, who is part of the process.
'This means that the data generated will not just sit in silos — it will feed into a whole-of-government approach, making governance more responsive, transparent, and accountable. Currently, only about 25 per cent of complaints reach the correct authority," the officer said.
The new AI-chatbot driven system aims to fix that by automatically identifying the right department or official, improving both ease of filing for citizens and efficiency for grievance redressal officers. The government may also assign a name to the chatbot model to make it a brand for the governance model.
Across Languages and Literacy Levels
One of the multiple challenges in grievance redressal has been the country's linguistic and literacy diversity. The revamped portal, using Bhashini (the AI powered language and translation app) stack, will support speech-to-text input and multilingual filing in at least 15 languages, making it accessible to every citizen — whether in a remote district or a dense metro.
The multi-layered interface of the portal accounts for differences in communication, education, and digital fluency, aiming to be both inclusive and intuitive.
As an officer put it, 'Instead of people coming to us with papers, we have now given them access to a digital window."
First Published:
May 21, 2025, 08:28 IST
