IndiaPublic sector2019 – ongoingGovernment of Maharashtra
Aaple Sarkar public-service information chatbot
Maharashtra launched a chatbot to guide citizens through information about 1,400 services
Problem
Citizens had to search a long list of state services to find relevant information. The government needed another way to answer their questions online.
Approach
Maharashtra partnered with conversational AI supplier Haptik to develop the Aaple Sarkar chatbot. It became available on the Right to Services website and processed conversations to return service information. Marathi and Hindi versions remained planned.
Results
Takeaway
The launch established information coverage without a measured reduction in citizen effort or service-processing time.
Categories
- Size
- Large enterprise
- Industry
- Public sector
- Business function
- Customer service
- Innovation type
- Product and service innovation
- AI technology
- Conversational and voice AI
- Adoption
- Partner co-development
- Evidence
- Company's own claim
Sources
Source summaries
The report described an available Haptik chatbot with an information remit covering 1,400 government services. It gave no quantified service improvement and described additional language support as planned.
Full details are in the original sources.