The government’s WhatsApp chatbot MyGov Corona Helpdesk, designed to provide prompt updates and answers to citizens regarding Covid-19, has served over 20 million users in just two weeks after its launch.
About MyGov Corona Helpdesk Chatbot
Developed by Haptik Infotech Pvt Ltd, an AI chatbot company, the MyGov Corona Helpdesk chatbot is an effort to curb misinformation and rumours that lead to widespread panic. This tool is accessible to all WhatsApp users at no cost.
Utilization Statistics
The figures offered by Haptik suggest that since its launch on March 20, the chatbot has processed more than 55 million messages from over 20 million users. The ‘MyGov Corona helpdesk’ handled over 28 million conversations from users nationwide. Within 13 days of its inception, over 20 million users addressed their inquiries to the chatbot.
Chatbot Query Mechanism
The chatbot operates based on a list of preset questions. If a particular question arises frequently among users, the Haptik team reviews these queries, enabling the chatbot to accommodate a broader range of questions.
Handling Unusual Queries
When a query received is not within the chatbot’s predetermined scope, the tool automatically replies, stating that it does not possess that information.
Language Support
The service was first introduced in English. However, to help the vast Hindi-speaking populace in the country, the Hindi language was added later.
Effectiveness and Reception
The chatbot has proven to be quite effective in providing real-time updates and resolving queries related to Covid-19. With millions of users in just a few weeks, it has become a reliable source of correct and timely information for many in the country during this pandemic.
Future Prospects
Given its success, the government may plan to enhance the chatbot, equip it with more capabilities, and introduce more languages. This successful project sets a precedent for similar digital initiatives that the government could undertake to increase transparency and accelerate public service in the future.
The MyGov Corona Helpdesk chatbot’s effectiveness highlights the significant role of artificial intelligence in the public sector. It serves as evidence of how technological advancements can be leveraged to combat crises and improve public services.
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