Key Points
- AI chatbot Samadhan Didi allows citizens to lodge grievances by speaking in their own language
- Grievances on CPGRAMS increased from 2 lakh to 25 lakh annually since 2014
- Platform expanding beyond 22 scheduled languages to include Bhojpuri, Garo, Khasi and Mizo
The government on Saturday (May 30) launched Samadhan Didi, an AI-enabled voice chatbot that allows citizens to lodge public grievances simply by speaking in their own language, without needing to identify the correct ministry or department.
The chatbot, integrated with the Centralised Public Grievances Redress and Monitoring System (CPGRAMS), was unveiled by Dr. Jitendra Singh, minister of state for Personnel, Public Grievances and Pensions, at Kartavya Bhawan in New Delhi. The tool was developed by the Department of Administrative Reforms and Public Grievances (DARPG) in collaboration with Bhashini, the government’s AI-powered language translation platform.
The system uses natural language processing to understand a citizen’s complaint, asks clarifying questions and automatically routes the grievance to the appropriate ministry, department and category. Citizens no longer need to navigate bureaucratic classifications to file a complaint — the AI handles the categorisation.
Singh said the CPGRAMS platform had seen a dramatic increase in public participation over the past decade. When the current government took office in 2014, the system received approximately 2 lakh grievances per year. Following reforms to the platform, annual grievances have risen to over 25 lakh, with a disposal rate now exceeding 95 per cent.
“This shift reflects growing public confidence in the government’s responsive and citizen-centric approach,” Singh said at the launch event.
The minister described the voice chatbot as a step towards democratising the grievance mechanism, making it accessible to citizens who may not be comfortable with written complaints or navigating government portals.
How the Samadhan Didi chatbot works
Samadhan Didi integrates Bhashini’s language capabilities with grievance-classification models trained on CPGRAMS data. When a citizen speaks their complaint, the system processes the natural language input, identifies the subject matter and matches it against the ministry and departmental structure used by CPGRAMS.
The chatbot asks follow-up questions to clarify details before filing the grievance with the correct authority. The entire interaction can be completed in the citizen’s native language, eliminating the need for English or Hindi proficiency.
At the launch, the chatbot was demonstrated live in multiple Indian languages. The system has been developed within secure government infrastructure, according to DARPG, with data privacy safeguards in place.
CPGRAMS currently supports all 22 languages listed in the Eighth Schedule of the Constitution. The government said it is now working to add regional and indigenous languages in a phased manner.
Languages being incorporated include Bhojpuri, Garo, Khasi, Mizo and Bodhi. Singh said India’s linguistic diversity should serve as an enabler of access rather than a barrier to government services.
By the numbers
- 25 lakh
- Annual grievances received on CPGRAMS
- 95%
- Current grievance disposal rate
- 22
- Scheduled languages supported on the platform
“Every citizen’s voice should be heard, in their own words and in their own language,” Singh said.
States urged to adopt the model
Singh called on state governments to adopt similar AI-driven, voice-assisted tools for their own grievance portals. He said the approach reflects a whole-of-nation governance strategy aimed at reaching citizens in remote areas.
The minister said CPGRAMS had emerged as a model for citizen-centric governance, demonstrating how technology could enhance transparency and accountability in public administration.
DARPG secretary Nivedita Shukla Verma and Puneet Yadav, additional secretary, DARPG, were present at the launch along with representatives from Bhashini.
Your Questions, Answered
What is Samadhan Didi and how does it work?
Samadhan Didi is an AI-enabled voice chatbot integrated with CPGRAMS. Citizens can lodge grievances by speaking in their own language. The AI understands the complaint, asks clarifying questions, and automatically routes it to the correct ministry and department.
Which languages does Samadhan Didi support?
The chatbot supports all 22 languages in the Eighth Schedule of the Constitution. The government is adding regional languages including Bhojpuri, Garo, Khasi, Mizo and Bodhi in phases.
How many grievances does CPGRAMS receive annually?
CPGRAMS receives over 25 lakh grievances annually, up from approximately 2 lakh in 2014. The disposal rate now exceeds 95 per cent.
Do citizens need to know which ministry to approach when using Samadhan Didi?
No. Citizens describe their concern in plain words and the AI automatically identifies the appropriate ministry, department, category and sub-category before filing the grievance.
