Government departments and Public Sector Undertakings (PSUs) in India seems to be betting big on Conversational AI solutions or in simple words chatbot to enhance/ease customer experience. According to data released by Yellow.ai, an enterprise-grade conversational AI platform, the company has served over 2.4 million unique users for its government sector clients in India during the last quarter. The company works with government agencies and PSUs such as Bangalore Metro Rail Corporation Limited (BMRCL), the Government of Maharashtra Department of Women and Child Development (DWCD), the Madhya Pradesh Electricity Board, and Bharat Petroleum Corporation Limited (BPCL), as well as other large central and state government departments.
As for more numbers, the Yellow.ai platform witnessed an exchange of over 66 million messages focused on citizen delivery services last quarter, exchanged between its Dynamic AI agents and end-users during over 4.7 million sessions during the quarter. While text-based messaging channels are the preferred medium for citizen delivery services, the company says that it is also seeing voice-based Conversational AI solutions gain momentum. The major use-cases, as observed, are for automating customer support, booking services, raising complaints, making recharges and payments, and locating branches and offices, where the most traction is being witnessed on WhatsApp.
Chatbots go beyond Hindi and English
In addition to English and Hindi, the conversations recorded on the company’s platform are in vernacular languages such as Punjabi, Marathi, Tamil, Malayalam, Telugu, Gujarati, Bengali, and Kannada, to name a few. For instance, Yellow.ai’s Dynamic AI agent for the government of Maharashtra DWCD department, deployed to reach out to beneficiaries, especially across rural areas and tier-2 and 3 cities, recorded most conversations in Marathi. In the last quarter alone, it has successfully run over 4.2 million informational campaigns centred on the department’s key schemes around nutrition and the welfare of pregnant and lactating mothers.
“Government agencies and PSUs need to address numerous queries daily, and doing so manually is a time-consuming task. At the same time, citizens have a growing expectation of being able to conveniently avail government services. That’s where Conversational AI can step in to improve efficiency and human productivity, streamlining the process of delivering citizen services digitally while keeping humans in the loop. We have seen a huge surge in traction from the public sector, and our deployments are helping address some very unique use cases by bringing power to citizens’ fingertips on channels that they actively use,” said Raghu Ravinutala, CEO and co-founder, Yellow.ai.
Namma Metro shows the way
The company recently launched deployment for Namma Metro, in partnership with WhatsApp. Launched earlier this month the chatbot service allows commuters to book tickets and recharge their cards using WhatsApp. With this, BMRCL, which operates Bengaluru Metro, has become the first metro service in the world to offer WhatsApp end-to-end ticketing system.
Ravi Garg, director, Business Messaging, WhatsApp India said, “The BMRCL QR ticketing WhatsApp chatbot is an industry-first use-case globally that has set an example for other transit services to build solutions that bring true value to daily commuters. It’s one of the many ways WhatsApp Business Platform is enabling organisations to make everyday life convenient.”
As for more numbers, the Yellow.ai platform witnessed an exchange of over 66 million messages focused on citizen delivery services last quarter, exchanged between its Dynamic AI agents and end-users during over 4.7 million sessions during the quarter. While text-based messaging channels are the preferred medium for citizen delivery services, the company says that it is also seeing voice-based Conversational AI solutions gain momentum. The major use-cases, as observed, are for automating customer support, booking services, raising complaints, making recharges and payments, and locating branches and offices, where the most traction is being witnessed on WhatsApp.
Chatbots go beyond Hindi and English
In addition to English and Hindi, the conversations recorded on the company’s platform are in vernacular languages such as Punjabi, Marathi, Tamil, Malayalam, Telugu, Gujarati, Bengali, and Kannada, to name a few. For instance, Yellow.ai’s Dynamic AI agent for the government of Maharashtra DWCD department, deployed to reach out to beneficiaries, especially across rural areas and tier-2 and 3 cities, recorded most conversations in Marathi. In the last quarter alone, it has successfully run over 4.2 million informational campaigns centred on the department’s key schemes around nutrition and the welfare of pregnant and lactating mothers.
“Government agencies and PSUs need to address numerous queries daily, and doing so manually is a time-consuming task. At the same time, citizens have a growing expectation of being able to conveniently avail government services. That’s where Conversational AI can step in to improve efficiency and human productivity, streamlining the process of delivering citizen services digitally while keeping humans in the loop. We have seen a huge surge in traction from the public sector, and our deployments are helping address some very unique use cases by bringing power to citizens’ fingertips on channels that they actively use,” said Raghu Ravinutala, CEO and co-founder, Yellow.ai.
Namma Metro shows the way
The company recently launched deployment for Namma Metro, in partnership with WhatsApp. Launched earlier this month the chatbot service allows commuters to book tickets and recharge their cards using WhatsApp. With this, BMRCL, which operates Bengaluru Metro, has become the first metro service in the world to offer WhatsApp end-to-end ticketing system.
Ravi Garg, director, Business Messaging, WhatsApp India said, “The BMRCL QR ticketing WhatsApp chatbot is an industry-first use-case globally that has set an example for other transit services to build solutions that bring true value to daily commuters. It’s one of the many ways WhatsApp Business Platform is enabling organisations to make everyday life convenient.”
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