CitizenLink: Transforming Government-to-Citizen Conversations
Designed to bridge the communication gap, improve access and drive high adoption of government services
Trusted by government bodies across India
Evangelize new schemes and initiatives at scale
Reach millions of citizens in matter of hours and establish a 1-1 connection with each of them
Make broadcasts contextual and relevant using demographics and past engagement data
Ensure critical message delivery to every recipient with channel fallback in case of failure on primary channel
Grow citizen engagement with two-way conversations on chat
Don’t stop at notifications - allow citizens to apply for schemes, ask questions and explore more, without administrative delays
Engage citizens in their preferred language using Generative AI powered translation to 50+ languages
Resolve queries at scale through bots and agents
Answer common queries by deploying AI-powered FAQ bots that understand vernacular natural language
Deflect complex queries to deployed human agents - with complete context of chat history for frictionless support
Simplify grievance filing process and send timely updates and status on the filed grievance to the concerned citizen
Why Citizen Link?
Government centric
Solutions for various bodies, from utilities and transportation to health and disaster management
Rapid adoption
Quick adoption by bridging awareness gap for citizens and connecting with governing bodies
Faster turnaround
Reduced burden on human agents and administration by using self-serve and AI powered bots
Payment integrations
Improved payment collections on messaging by utilities providers, tax authorities and more
Digital eKYC
Simplified KYC (Know Your Citizen) with guided flows and document collection. Lower effort for processes like Voter ID correction
Analytics
Reports on campaign delivery, engagement, user queries, resolution rate and more
Transform citizen experience with bespoke journeys
Send bills, collect payments, provide new connections and allow easy grievance submissions - all on rich messaging channels like WhatsApp and RCS
Elevate citizen engagement and grievance resolution efficiency for the government initiatives in your state by adopting the proven CM helpline solution.
Enhance commuter convenience with a chat-based interface for grievance registration, reporting closures, ticket booking, route information and more
Provide critical health alerts, ambulance services and facilitate generic drugs ordering for citizens, ensuring timely and accessible primary healthcare
Provide real-time disaster alerts, safety guidelines and access to emergency assistance. Implement two-way communications that allow citizens to report incidents and seek help during critical situations
Success Stories
MP electricity distribution company improves access to services for the state’s consumer base.
Madhya Pradesh Madhya Kshetra Vidyut Vitaran Company Limited (MPMKVVCL) is one of the 3 Electricity Distribution Companies (DISCOMs) in Madhya Pradesh, serving close to 5 million consumers.
TNSDC’s chatbot has connected more than 1,000 jobseekers with potential employers
Launched two months ago, the chatbot has been able to accomplish enhanced employment opportunities for its users and has attracted more than 100 jobseekers daily to explore new job opportunities.
Frequently Asked Questions
CitizenLink is a platform developed by Gupshup that facilitates 2-way engagement between citizens and the government. It focuses on enabling efficient communication, promoting transparency, and fostering accountability. The platform leverages OTT (Over The Top) channels like WhatsApp, SMS, & RCS for citizen-government interactions.
Although Gupshup platform supports 30+ messaging channels, the prominent channels which have seen good adoption in C2G and G2C engagement are:
- WhatsApp: Leverage the leading messaging channels across the globe with over 0.5 Billion users in India alone, and deploy intelligent chatbots for deeper engagement with citizens.
- SMS & RCS: Access to 1.2 Billion Indians with guaranteed delivery mechanism using fallback mechanism, and richer IP messaging features through RCS.
- Voice & Cloud Telephony: Tap the voice medium and get widest possible reach and adoption among citizens by deploying smart contact centres and vernacular bots.
AI plays a pivotal role in CitizenLink as it enables two-way conversations at scale. Gupshup uses Generative AI and LLMs for context-aware, human-like responses. Benefits include self-serve for citizens, optimized cost to serve by freeing up human agents and lowering reliance on traditional call centers. Citizens also engage better with information shared in their local language. Overall, CitizenLink's AI integration aims to elevate governance by fostering efficient, scalable, and citizen-centric communication.
CitizenLink, powered by the Gupshup platform, serves as a cost-effective solution for government bodies by revolutionizing citizen communication and engagement. The adoption of AI-driven chatbots and automation translates to substantial savings in operational costs. The platform's ability to handle routine queries and disseminate information efficiently minimizes the reliance on traditional call centers, reducing the need for extensive manpower and associated expenses. Additionally, the two-way communication facilitated by bots optimizes the adoption of government schemes, potentially mitigating the expenditure on physical documentation and manual processes.
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