The Brihanmumbai Municipal Corporation (BMC) is set to introduce a chatbot feature to use via phones. The decision to introduce the chatbot is done for easier communication with citizens and to streamline the way complaints are handled.
This feature will be a part of the disaster management mobile application. Currently, the department receives complaints on Twitter and via calls on its helpline number.
The civic administration intends to improve communication with Mumbaikars. The feature would filter the complaints and place the most important ones on top.
Additional municipal commissioner, who is also in charge of the disaster management department, Suresh Kakani said the trained staff of the department would chat with the users. They will place an automatic system so that the concerned agencies will get an alert right away.
At present, the feature is in its developing stage and is expected to be completed in a month. Following this, it would be introduced to the public. The citizens will have to download the disaster management app to use the feature.
The feature will have an inbuilt standard operating procedure (SOP) for popular requests or complaints from citizens. The SOP will be for complaints regarding roads, hydraulics, garbage collection, stormwater drains.
The bot will respond to the complaints and offer a menu at every step of the interaction.
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