The Elets eUttar Pradesh Summit 2024 witnessed an inspiring address from Ankush Sabharwal, Founder, CEO, and CTO, CoRover. As the creator of Bharat GPT, India’s first indigenous Large Language Model (LLM), he shared his vision for the future of Artificial Intelligence (AI) in revolutionising public services. His presentation provided an in-depth exploration of how AI can enhance accessibility, streamline processes, and deliver citizen-centric solutions.

Revolutionising Conversational AI

Sabharwal emphasised the need for conversational AI to make technology more intuitive and accessible. CoRover’s innovative solutions are designed to bridge the gap between complex systems and human users. For instance, Ask Disha, an AI-powered assistant for IRCTC, allows passengers to book tickets or check refund statuses effortlessly through natural, multi-lingual conversations. This technology exemplifies how AI can transform everyday interactions, ensuring inclusivity across diverse user demographics.

Enhancing Citizen Services through AI

One of the highlights of the address was the application of conversational AI in public service delivery. Using AI interfaces, citizens can report issues such as water shortages directly to the system. These complaints are then automatically classified and routed to the relevant departments via pre-mapped workflows. This approach ensures quicker resolution of grievances, reduces administrative burdens, and enhances public trust in governance systems.

AI-Driven Payment and Governance Innovations

CoRover’s integration with the National Payments Corporation of India (NPCI) further demonstrates the potential of conversational AI in payment and governance. Citizens can now perform financial transactions simply by speaking commands, eliminating the need for complicated processes. As Sabharwal succinctly put it, “Everything should talk—whether it’s software, hardware, or systems.”

Additionally, AI-powered automation in public services offers tangible benefits. Refunds for cancelled train tickets, for example, are processed within 15 minutes, reducing user anxiety. Regular alerts and status updates ensure transparency and accountability, solidifying trust between citizens and service providers.

Proactive Governance through AI

CoRover’s innovations are also making governance more proactive and transparent. Initiatives like e-Sevak in Jammu & Kashmir enable citizens to voice complaints, which are promptly categorised and addressed through AI-powered workflows. This citizen-centric approach ensures that governance is not only responsive but also anticipates and mitigates issues before they escalate.

Looking Ahead: Actionable Insights and Predictions

Sabharwal’s talk underscored the need for governments and organisations to embrace conversational AI to enhance service delivery and citizen engagement. He also predicted a shift towards predictive and conversational systems capable of anticipating citizen needs and delivering real-time solutions. Such advancements hold the potential to redefine governance by placing citizens at the heart of decision-making processes.

Also Read | Artificial Intelligence Reshaping Public Administration and Enhancing Operational Efficiency

Ankush Sabharwal’s vision for AI underscores its transformative power in simplifying interactions and creating transparent, efficient workflows. As conversational AI becomes integral to public services, it is set to redefine governance and citizen engagement. CoRover’s innovative solutions stand as a testament to the immense potential of AI in addressing real-world challenges and creating a future where technology truly serves humanity.

Views expressed by: Ankush Sabharwal, Founder, CEO, and CTO, CoRover at eUttar Pradesh Summit 2024. 

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