Aadhaar Mitra, UIDAI’s Chatbot with Advanced Technology Provides Quick Service

For a better and improved customer experience, the Unique Identification Authority of India (UIDAI) introduced the new AI/ML-based chatbot "Aadhaar Mitra."

The chatbot has improved functionality like tracking the status of Aadhaar PVC cards, checking Aadhaar enrollment/update status, and providing information on enrolment centers' locations. Residents can use the bot to register their complaints and follow up on them.

UIDAI took to Twitter and said, “#ResidentFirst#UIDAI’s New AI/ML-based chat support is now available for better resident interaction! Now Residents can track #Aadhaar PVC card status, register & track grievances, etc."

In the rankings report released by the Department of Administrative Reforms and Public Grievances (DARPG) for the month of October 2022, UIDAI came in first place among all Group A ministries, departments, and autonomous entities for handling public complaints. UIDAI has led the rankings for three months in a row.

"UIDAI has an effective grievance redressal structure that is made up of UIDAI HQ, its Regional Offices, a Technology Center, and active contact center partners. According to a press statement from the Ministry of Electronics & IT, "UIDAI has been a facilitator for both ease of living and ease of conducting business and it has been consistently striving to make Aadhaar holders' experience progressively better.

The organization is committed to strengthening its grievance redressal mechanism while also providing ease of living. A cutting-edge and futuristic open-source CRM solution is being gradually rolled out by UIDAI. To improve UIDAI service delivery to residents, the new customer relationship management (CRM) solution has been built with advanced features, according to the ministry.

The new CRM solution can handle several channels, including phone calls, email, chatbot, web portal, social media, letters, and walk-ins, so that complaints can be filed, tracked, and efficiently resolved.