Chandigarh Smart City launches AI-driven chatbot for citizen services – Hindustan Times

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To provide efficient and user-friendly citizen services, Chandigarh Smart City Limited (CSCL) on Friday launched “BIRBAL” —an innovative artificial intelligence-driven chatbot.
CSCL chief executive officer (CEO) Anindita Mitra launched the interactive chat-based interface that merged all major citizen services provided by the UT administration and municipal corporation (MC) into one seamless platform.
“BIRBAL reaffirms the city’s commitment to leveraging technology to create seamless experiences for residents. Its primary objective is to provide accurate information and guide citizens toward the appropriate resources. Through BIRBAL, citizens will have access to comprehensive information on the major services offered by the UT administration and MC, making it a one-stop platform for information dissemination and grievance redressal,” said Mitra.
The chatbot can address issues, including complaint management, citizen services, public transport services, online payment services, certificates/forms, health, suggestions, MC budget, property details and fire safety certificates, among other facilities.
Mitra added that citizens can interact with BIRBAL using keywords, predefined questions and voice commands.
The AI chatbot incorporates features, such as voice assistance, live agent support and AI-based response updates, said the CEO.
She further said BIRBAL enables citizens to provide suggestions and feedback directly to all services in Chandigarh, fostering continuous improvement and updates. In cases, the Chatbot cannot address specific queries, a live chat option is available for citizens to engage with dedicated support operators who will promptly provide accurate information.
The CEO said accessible through the official CSCL website and Im Chandigarh mobile app, BIRBAL has already gained significant attention during its beta testing phase. Over 12,434 users engaged with the bot, resulting in approximately 32,000 messages exchanged.
This innovative platform will provide city residents easy access to information and prompt assistance, making their lives more convenient, she added.