Problem / Objective

The onset of the global pandemic brought about a panic wave in the country, so the government took it upon itself to curb the spread of rumours and misinformation. The Government of India wanted a solution that would empower citizens with the right steps to take precautionary measures for staying safe during the COVID-19 pandemic. The key objective was to offer a 24/7 helpdesk that answered coronavirus queries and helped prevent the spread of false information. It was also important to handle the scale and diversity of queries being directed from millions of users across the country in English and Hindi.

Solution / Approach

Haptik is a Conversational AI company that built the MyGov Corona Helpdesk in record time. This Intelligent Virtual Assistant (IVA) is essentially an AI-powered WhatsApp chatbot that brings accurate information at the fingertips of the users. The chatbot has the following functionalities:

• Help users check symptoms and get a diagnosis
• Provide tips and precautionary measures to stay safe
• Share the latest updates and advisories from the Ministry of Health
• Bust myths around COVID-19
• Share information about the official helpline

Impact / Implementation

Timely and right communications have been a key pillar in our fight against COVID-19. This has been greatly strengthened with the MyGov Corona Helpdesk, world's largest WhatsApp chatbot, that has been handling millions of diverse queries in both English and Hindi. Since its launch in March 2020, the helpdesk has successfully catered to over 25 million users with over 36 million queries. Remarkably, the chatbot was deployed in a record time of only five days.

Source: Haptik.ai

Image from Haptik.ai