Grievance calls on National Consumer Helpline grow 10-fold, AI boosts redressals

The National Consumer Helpline (NCH) has emerged arsenic the cardinal constituent of redressal of user grievances, functioning successful 17 languages on with assistance of an AI-based code designation system, the Parliament was informed connected Tuesday.

The fig of calls received by NCH has grown much than 10-fold -- from 12,553 successful December 2015 to 1,55,138 successful December 2024.

Similarly, the mean fig of complaints registered per period has surged from 37,062 successful 2017 to 1,12,468 successful 2024.

Additionally, grievance registration via WhatsApp has gained momentum, with the percent of complaints filed done the level expanding from 3 per cent successful March 2023 to 18 per cent successful December 2024, demonstrating a increasing penchant for integer connection channels, said Minister of State for the Ministry of Consumer Affairs, Food and Public Distribution, B.L.

Verma successful a written reply successful the Rajya Sabha. The helpline is disposable successful 17 languages, including Hindi, English, Kashmiri, Punjabi, Nepali, Gujarati, Marathi, Kannada, Telugu, Tamil, Malayalam, Maithili, Santhali, Bengali, Odia, Assamese and Manipuri, allowing consumers from each regions to registry their grievances via the toll-free fig 1915.

“The helpline operates successful a dedicated mode from 8 americium to 8 p.m. connected each 7 days of the week, but connected nationalist holidays. To heighten accessibility further, a call-back installation is available. An exclusive telephone centre has been established to guarantee punctual service,” the curate informed.

The fig of convergence partners has steadily accrued from 263 companies successful 2017 to 1,038 companies till now. The technological translation of the NCH has importantly boosted its call-handling capacity.

In a important determination to further heighten grievance redressal, NCH has introduced AI-based Speech Recognition, a Translation System, and an AI enabled Chatbot arsenic portion of the NCH 2.0 initiative.

The AI-enabled Chatbot provides real-time assistance, streamlining complaint-handling processes, and improving the wide idiosyncratic experience.

These upgrades guarantee that consumers from divers linguistic backgrounds person adjacent entree to the grievance redressal system.