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AI-powered grievance management application launched

Indian Defence Minister Rajnath Singh inaugurating an Artificial Intelligence-based grievance management system in New Delhi on July 15, 2021. Photo: MoD

New Delhi, July 15 (MNN) Indian Defence Minister Rajnath Singh on Thursday launched an Artificial Intelligence (AI)-powered grievance management application.

The application has been developed by the Ministry of Defence with the help of Indian Institute of Technology-Kanpur. Minister of State (Independent Charge) for Personnel, Public Grievances and Pensions Jitendra Singh was also present on the occasion.

The AI tool developed as part of the initiative has capability to understand content of the complaint based on the contents therein. As a result, it can identify repeat complaints or spam automatically.

It can categorise complaints of different categories even when key words 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 office concerned.

Easy user-friendly search enables the user to formulate his own queries/categories depending on management requirements and seek performance results based on the query.

Given that lakhs of complaints are received on CPGRAMS portal of Department of Administrative Reforms and Public Grievances under the Personnel Ministry, 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.

Rajnath Singh described the application as a product of good governance, which reflects the growing synergy between the government and academia.

He said this initiative is another citizen-centric reform of the Indian government that aims to empower the people at large.

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