Haptik partners with Maharashtra govt for public services chatbot

Haptik, Inc. and the government of Maharashtra have partnered to launch an AI-driven chatbot to provide information regarding 1,400 public services, a company statement said.

As part of the Right to Services Act of 2015, this bot has been deployed to complement existing mobile app and websites that help with queries related to healthcare, education, public utilities, rural development, revenue and many other services.

The chatbot, which is available on the Aaple Sarkar RTS (Right to Services) website, simplifies the process of searching through the vast array of public services, the statement said. 

Users can search for services like ‘driving licence’ to view all the pre-requisites for the application process, and can then track the status of their application. 

The chatbot handholds users through every stage of the process of accessing relevant information, collating documents, initiating the application process, monitoring its progress to eventual completion and feedback submission.

"Technology is the only way we can scale governance and fulfil the aspirations of our young population and we are proud to state that in Maharashtra we have a dedicated portal ‘Aaple Sarkar’ through which more than 400 online services are being provided," said Devendra Fadnavis, chief minister of Maharashtra.

Haptik is a conversational AI platform, with a client list including Samsung, Coca-Cola, Future Retail, KFC, Tata Group, ICICI Bank, and Mahindra Group. The company focuses on key customer engagement use cases such as customer support, feedback, order status and live chat and claims to have processed more than a billion interactions till date. The company uses proprietary MLAI (machine learning and artificial intelligence) algorithms to build chatbots for its clients.

“The RTS chatbot comprises a range of algorithms that gives it the ability to process a large number of queries every day, analysing each conversation, maintaining records and providing the user with the most useful information,” said Aakrit Vaish, co-founder and CEO of Haptik.