Chandigarh launches AI Chatbot 'BIRBAL' for unified citizen services

08 Nov 2023 CW Team

Anindita Mitra, the Chief Executive Officer (CEO) of Chandigarh Smart City (CSCL), recently unveiled an interactive chat-based interface that consolidates all major citizen services offered by the UT administration, Chandigarh administration, and municipal corporation (MC) into a unified platform. Under the banner of CSCL, the innovative artificial intelligence-driven chatbot, named "BIRBAL," was launched to enhance citizen services by providing efficient and user-friendly experiences.

"BIRBAL underscores the city's dedication to harnessing technology for seamless resident interactions. Its primary goal is to offer precise information and direct citizens to the appropriate resources. Through BIRBAL, residents gain access to comprehensive details about the key services provided by the UT administration, Chandigarh administration, and MC, making it a central hub for information dissemination and grievance resolution," Mitra stated.

The chatbot is equipped to handle various issues, including complaint management, citizen services, public transport services, online payments, certificates/forms, health services, suggestions, MC budget inquiries, property details, and fire safety certificate inquiries, among other services.

Mitra emphasized, "Citizens can interact with BIRBAL using keywords, predefined questions, and voice commands."

"The AI chatbot incorporates features like voice assistance, live agent support, and AI-based response updates," added the CEO.

She further explained, "BIRBAL empowers citizens to offer suggestions and feedback directly to all services in Chandigarh, fostering continuous improvement and updates. In cases where the Chatbot cannot address specific queries, a live chat option is available, enabling citizens to engage with dedicated support operators who will promptly provide accurate information."

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