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The government plans to leverage AI/ML for grievance redressal

The government has implemented AI and ML tools on its single window system ‘Champions’. The aim is to gain insights into issues faced by MSMEs and accordingly assist them. This would enhance the performance of control rooms and officers through AI-enabled chat bots for faster response to query of portal users. As a result, it could give real-time, detailed analytics and grievance redressal through the portal. The MSME Ministry believes this could lead MSMEs in the direction of Industry 4.0.

“Artificial intelligence has started giving the MSME Ministry social media insights relating to MSMEs for its policy action through Facebook, Twitter, Instagram, blogs, forums and online news which were not available to us on a holistic basis,” an official statement from the Ministry said.

The MSME Ministry was till now dependent on complaints and data coming through the Champions portal for grievance redressal. The next phase would be directed towards real-time grievance redressal and management, and this is currently in trial mode.

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