Chandigarh Smart City Limited (CSCL) has launched an AI-driven chatbot, ‘BIRBAL', aimed at improving citizen services experience in the city. Unveiled by CSCL CEO Anindita Mitra, this interactive chat-based interface integrates services provided by the UT administration, Chandigarh administration, and Municipal Corporation into a single, user-friendly platform.
Developed using CoRover.ai, a generative AI-powered conversational platform, the chatbot is designed to offer accurate information and guide citizens toward appropriate resources, thus creating seamless experiences for residents, said a statement.
“Through BIRBAL, citizens will have access to comprehensive information on the major services offered by the UT administration, Chandigarh administration, and MC, making it a one-stop platform for information dissemination and grievance redressal,” said Mitra.
BIRBAL covers a wide array of services including complaint management, public transport, online payments, health-related inquiries, and more. It allows interaction via keywords, predefined questions, and voice commands, featuring voice assistance and live agent support for an enhanced user experience.
According to CSCL officials, during its beta testing phase, the BIRBAL has shown promising results, with over 12,434 users engaging and exchanging approximately 32,000 messages. The chatbot is accessible through the official CSCL website and the ‘Im Chandigarh' mobile app.
On two-way feedback, Mitra said, “BIRBAL enables citizens to provide suggestions and feedback directly to all services in Chandigarh, fostering continuous improvement and updates.”
“In cases, the Chatbot cannot address specific queries, a live chat option is available for citizens to engage with dedicated support operators who will promptly provide accurate information,” she said.
Alongside BIRBAL, CSCL has undertaken various tech-driven projects to transform its infrastructure and services. These include modernising urban transport with re-modified intersections and dedicated cycle tracks, implementing e-charging points for electric vehicles, and procuring battery-operated carts for the elderly and disabled.
The city has also enhanced safety with the installation of CCTV cameras in key areas and improved energy efficiency through the installation of LED street lighting and rooftop solar plants.
These initiatives, including solid waste management improvements and heritage preservation projects, reflect Chandigarh's holistic approach to becoming a thriving, sustainable, and technologically advanced urban hub, said a senior official.