Government & Public ServicesPilot
Citizen helpdesk in local languages
- The problem
- Citizens queue for routine information on schemes, forms and application status.
- How AI helps
- A multilingual assistant answers from official circulars and forms and routes unresolved cases to an officer.
- Start with
- Language model with official documents, voice and chat channels.
- Guardrails
- Answer only from published rules, give a clear route to an officer and protect personal data.
Full details
Example in practice
A citizen asks in Hindi how to apply for a certificate and what documents are needed. The assistant answers from the published circular, shares the form link and offers to book an officer appointment.
How it works
- Collect published rules, forms and FAQs for the services in scope.
- Set up a multilingual assistant restricted to those documents.
- Add handover to an officer with a case summary.
- Review unanswered questions weekly and update the content.
Data you need
Published circulars, forms, fees and service procedures.
Measure success
- Queries answered without visit
- Waiting time at the counter
- Citizen satisfaction
- Wrong answers found in review
Indicative rollout
Weeks 1-2: define scope, collect data and agree success measures. Weeks 3-6: build and run in parallel with the current process. Weeks 7-8: review accuracy and effort saved, then decide whether to scale. Timing is indicative and depends on your data and systems.
Data handling
Use approved tools only, keep personal and confidential data protected as required by law (for example the Digital Personal Data Protection Act, 2023 in India), and keep a person responsible for every decision that affects people.