AI-Enabled Voice Chatbot Response Appreciated; Directions Issued for Qualitative Improvement in Grievance Redressal
- Suggestion to Categorise Grievances Related to Centrally Sponsored Schemes Separately
- Public Grievances Heard Through Video Conferencing-Based e-Jan Sunwai; Directions for Quick Resolution
Jaipur, September 2026: Additional Chief Secretary, Training, and Director General of HCM RIPA, Shreya Guha, conducted a detailed inspection of the functioning of Rajasthan Sampark Helpline 181 and the Sampark Portal. During the inspection, she closely reviewed the state-level dashboard and issued necessary directions to officials to ensure transparent, prompt and effective resolution of public grievances.
AI-Based Voice Chatbot Functioning Reviewed
During the inspection, the Director General reviewed the functioning of the Artificial Intelligence (AI)-based voice chatbot operated through the Sampark Portal.
She appreciated the grievance responses being provided through the chatbot and directed officials to bring further positive and qualitative improvements to the grievance redressal system through the AI-enabled voice chatbot. She said the system should enable complainants to communicate their concerns conveniently and receive timely solutions.
Separate Categorisation Suggested for Centrally Sponsored Schemes
During the review, Guha suggested that grievances related to benefits under schemes funded or sponsored by the Government of India should be categorised separately.
She said separate categorisation would facilitate regular monitoring of cases related to such schemes and help ensure that eligible beneficiaries receive their entitled benefits within the stipulated timeframe.
Public Grievances Heard Directly Through e-Jan Sunwai
The Director General also personally reviewed the video conferencing-based e-Jan Sunwai system. She listened sensitively to the problems raised by complainants who participated through the public hearing platform.
She directed the concerned departmental officials to ensure that the cases received through the system are resolved promptly and qualitatively on a priority basis.
Other senior officials of the department and technical experts from the IT wing were also present during the inspection.
