The Indian government on Saturday introduced an AI-powered chatbot called Samadhan Didi to help citizens file complaints against federal departments through the CPGRAMS portal. Union Minister Jitendra Singh described the tool as a way to make the public grievance system more accessible, especially for people who prefer speaking in their own language.
A voice-based way to lodge complaints
The chatbot allows a user to describe their problem in plain words, without needing to know which ministry or department handles it. According to Singh, the system asks a few clarifying questions, identifies the correct authority, and files the grievance automatically. It was developed by the Department of Administrative Reforms and Public Grievances (DARPG) in collaboration with Bhashini, an AI language platform, and runs on secure government infrastructure. At the launch event, officials demonstrated the bot in multiple Indian languages.
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Singh said that linguistic diversity should not be a barrier to accessing government services.
Rise in grievances and disposal rates
He pointed to the sharp rise in grievances registered on the portal since 2014. When the Modi government took office, the system received only about 2 lakh complaints annually. That number has since climbed to over 25 lakh each year. The minister attributed this jump to growing public trust, noting that the grievance disposal rate now exceeds 95%.
Still, the effectiveness of automated systems for handling such volume will depend on how well the AI understands varied speech patterns and accents — a challenge the government says Bhashini is designed to address.
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Expanding language support beyond scheduled languages
Currently, the platform supports 22 languages listed under the Eighth Schedule of the Constitution. Singh said efforts are underway to add regional and indigenous languages such as Bhojpuri, Garo, Khasi, Mijo, and Bodhi. The integration of Bhashini’s language capabilities with grievance-classification models trained on CPGRAMS data is intended to make the experience seamless across dialects. He also urged state governments to adopt Samadhan Didi or similar AI-driven tools for their own grievance portals.
Behind the technology: AI and data privacy
The chatbot is housed within secure government infrastructure, according to a Personnel Ministry statement. It uses natural language processing to interpret user concerns and route them to the correct department. Live tests at the launch showed the bot working in different Indian languages, though no independent evaluation of its accuracy was provided.
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The minister described the shift as evidence of how technology can strengthen the relationship between citizens and the state. He said that the government’s approach has been citizen-centric under Prime Minister Narendra Modi, and that AI tools are now driving what he called the democratisation of grievance redressal. His comments came as the government pushes for broader adoption of AI in public administration.
The launch of the chatbot is part of a broader pattern over the past decade in which the grievance platform has grown from a limited setup into one that processes millions of complaints annually. Whether the tool speeds up resolution times in practice remains to be seen, but the government has positioned it as a step toward simpler, more inclusive public services.
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