Mumbai: From seeking information about local ward officials or the nearest hospital to make payment and receive receipts, or seek certificates, licenses, and lodge complaints, an omnichannel chatbot solution will soon be launched by BMC, which will engage citizens across platforms ranging from its mobile app to its web portal and extend services through social media channels such as Twitter, Instagram and WhatsApp.
The system will also allow for a live agent to answer queries, which the chatbot is unable to answer and it will also send notifications or alerts.
While the BMC had launched WhatsApp IVA chatbot last year during the pandemic for information on COVID-19 vaccination, it now intends to provide a unified communication through its web portal and other mediums for interaction with citizens, through the omnichannel chatbot solution.
“There could be multiple complaints about a single problem on different platforms. The system created for the omnichannel chatbot will ensure that all complaints about a particular problem are identified as a single problem, as all channels will be interlinked and no system will work in isolation in providing information or service delivery,” said an official of the IT department. The omnichannel chatbot system, which will be integrated with the SAP system of BMC, will entail a 24/7 help desk, a live chat and even a voice command across social media platforms and the web, which will enable a quicker response time in emergency situations. A tender for development of the system has been floated.””Additional municipal commissioner Ashwini Bhide is overseeing the effort to put the system in place,” said the civic official.
“All that a person seeking information about the nearest hospital, police station or a COVID-19 vaccination has to do is just choose a platform of his choice and the chatbots will guide them,” said the official. “The system will also provide an option for feedback on the services or the complaints attended to.”
If the user is looking at availing services like making a payment for property tax or water tax or is seeking a certificate or even a permit, the system will direct users to the BMC online payment systems or weblinks for the same.
“For instance, if you are seeking a marriage certificate, you can fill the forms for the same through the system. You need to visit a BMC office only for the submission and verification of documents,” an official informed. “This will facilitate citizens to avail BMC services through various channels,” said assistant commissioner and director IT Sharad Ughade.