Mumbai– From searching for information on the nearest hospital or local ward officials to making payments and receiving receipts, or looking up certificates, licenses and filing complaints, an omnichannel chatbot solution will soon be launched by BMCwhich will engage citizens through platforms ranging from its mobile app to its web portal and will extend services through social media channels such as Twitter, Instagram and WhatsApp.
The system will also allow a live agent to answer queries, which the chatbot cannot answer, and will also send notifications or alerts.
while the BMC had released WhatsApp VAT Chatbot last year during the pandemic for information on COVID-19 vaccinationit now intends to provide unified communication through its web portal and other means for citizen interaction, through the omnichannel chatbot solution.
“There could be multiple complaints about a single issue on different platforms. The system built for the omnichannel chatbot will ensure that all complaints about a particular problem are identified as one problem, since all channels will be interconnected and no system will work in isolation. in providing information or delivering services,” an IT department official said. The omnichannel chatbot system, which will be integrated with BMC’s SAP system, will include a 24/7 help desk , a live chat and even a voice command on social media platforms and the web, which will allow a faster response time in emergency situations. A tender was launched for the development of the system.” “Additional City Commissioner Ashwini Skin is overseeing the effort to get the system up and running,” the civic official said.
“Everything that a person looking for information about the nearest hospital, police station or a COVID-19 vaccination what you have to do is choose a platform of your choice and the chatbots will guide you,” the official said. “The system will also provide an option for feedback on services or complaints addressed.”
If the user is looking for available services like making a property tax or water tax payment or looking for a certificate or even a permit, the system will direct users to BMC online payment systems or web links for the same.
“For example, if you are looking for a marriage certificate, you can fill out the forms for it through the system. You must visit a BMC office for document submission and verification only,” an official reported. “This will make it easier for citizens to take advantage of BMC services through various channels,” said Assistant Commissioner and Director of IT Sharad Ughade.
