National Consumer Helpline to introduce AI-based features, multilingual chatbots
What's the story
India's National Consumer Helpline (NCH) is all set to get a major upgrade with the addition of artificial intelligence (AI) capabilities. The upgraded system, dubbed NCH 2.0, will be equipped with speech recognition and multilingual chatbots. This tech transformation will make the process of filing consumer complaints in different local languages much easier.
Information
NCH 2.0: A leap in consumer protection
The introduction of AI capabilities into the NCH marks a major shift in India's consumer protection platform. Currently, the system works in 17 languages, but with the upgrade to NCH 2.0, consumers will be able to lodge complaints through voice input in their local languages.
User growth
Helpline usage sees significant increase amid technological upgrades
The NCH has seen a massive surge in usage, with monthly calls jumping to 141,817 in January 2024 from 14,795 in January 2015. Monthly complaint registrations have also more than tripled to 112,468 this year from 37,062 in 2017. The Department of Consumer Affairs said that these tech upgrades are aimed at making the grievance filing process more seamless and efficient.
Strategic partnerships
Partnering with over 1,000 firms for faster complaint resolution
As part of its Convergence Program, the NCH has also announced strategic partnerships with over 1,000 companies. The initiative seeks to speed up the resolution of consumer complaints. The program has grown to include major firms across sectors such as e-commerce, travel, education, and banking. The number of participating companies has grown nearly fourfold from 263 in 2017 to 1,009 currently.
Upcoming discussions
NCH to discuss partnership with companies with high grievance numbers
The Department of Consumer Affairs has flagged a few major companies with high grievance numbers, such as Delhivery Ltd and Domino's Pizza. They are set to hold talks next week to bring them on board the partnership program. This comes as part of the department's continued efforts to strengthen consumer protection and fast-track the resolution of complaints through strategic partnerships.
Access channels
Multiple channels available for consumers to access NCH
Consumers can contact the NCH via a toll-free number (1915), WhatsApp, SMS, email, and a dedicated mobile app. If complaints are not resolved, they can be escalated to the Consumer Commission under the Consumer Protection Act of 2019. This multi-channel approach ensures that consumers have multiple ways to voice their concerns and seek redressal.