DAILY NEWS ANALYSIS

16 July, 2021
5 Min Read

Artificial Intelligence (AI)-powered grievance management application

Raksha Mantri Shri Rajnath Singh launched an Artificial Intelligence (AI)-powered grievance management application in New Delhi on July 15, 2021, developed by the Ministry of Defence with the help of IIT-Kanpur.
This is the first AI-based system developed to improve grievance redressal in the Government.
The AI tool developed as part of the initiative has the capability to understand the content of the complaint based on the contents therein. As a result, it can identify repeat complaints or spam automatically.
Based on the meaning of the complaint, it can categorise complaints into different categories even when keywords normally used for such search are not present in the complaint.
It enables geographical analysis of complaints in a category including analysis of whether the complaint was adequately addressed or not by the concerned office.
Easy user-friendly search enables users to formulate their own queries/categories depending on management requirements and seek performance results based on the query.
Given that lakhs of complaints are received on the CPGRAMS portal of DARPG, this application will have great use in understanding the nature of complaints, geographies from where they emanate and policy changes which can be introduced to create systemic improvements to address these grievances.

A tripartite MoU for the project was signed by the Department of Defence, MoD, DARPG and IIT, Kanpur on August 04, 2020.

The release of this application marks the introduction of AI-based innovations into governance and administration.
This project is the first of its kind initiative of the Government for using AI, data science and Machine Learning techniques in grievance redressal.
The success of this project in MoD will pave the way for the extension of this application across other Ministries.
The MoD and IIT, Kanpur intend to drive their collaboration forward in the coming years, seeking to better leverage the use of AI for the disposal of citizens' complaints.
The web-based application has been jointly developed by the Department of Defence, MoD; DARPG and a team of IIT Kanpur comprising Professors Shalabh, Nisheeth Srivastava and Piyush Rai.

Source: PIB

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