Grievance Resolve(d).Adding the 'd' with Gen AI

Here's how a governance area can be re-imagined and transformed from 'painfully and helplessly slow' to 'staggeringly fast and delightful' by rewiring it with a new mindset- and some AI.

- Pratima H

Take a moment. Reflect on the irony of living in 2024. You can order a cab, a burger, even a Biryani, and a masseuse within minutes. But if you file a grievance for a pot-hole or an electricity pole, just logging in and following up on it can take ages. We have all been through it. No one likes it. Especially people like Abhishek Sharma, District Development Commissioner, Samba, J&K who wants to delete all the Red Tape that frustrates both sides of any citizen service process - the person who suffers from an issue as well as the official who wants to fix it soon. This gap matters a lot. Especially in an age where everything is happening with instant results on new-age apps. If we can send Good Morning smileys, share jokes, pass on family updates, curate documents and exchange pictures on WhatsApp why not file grievances too?

Sharma got his answer with the arrival of Gen AI. Discussing this area one day with Ankush Sabharwal from BharatGPT led to this epiphany - let's try and use Gen AI with WhatsApp for the entire grievance process. Let's see what happens. 

And so began eSevak, an AI-based WhatsApp chatbot in collaboration with CoRover.ai 

CHANGING THE BLUE TAPE