CitizenLink: Transforming Government-to-Citizen Conversations

    Designed to bridge the communication gap, improve access and drive high adoption of government services

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    CitizenLink: Transforming Government-to-Citizen Conversations

    Trusted by government bodies across India

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    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

    Evangelize new schemes and initiatives at scale

    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

    Grow citizen engagement with two-way conversations on chat

    Resolve queries at scale through AI Agents

    Answer common queries by deploying AI-powered Agents for FAQ's that understand vernacular natural language

    Deflect complex queries to 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

    Resolve queries at scale through AI Agents

    Why Citizen Link?

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    Government centric

    Solutions for various bodies, from utilities and transportation to health and disaster management

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    Rapid adoption

    Quick adoption by bridging awareness gap for citizens and connecting with governing bodies

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    Faster turnaround

    Reduce burden on human agents and administration by using self-serve options powered by AI Agents

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    Payment integrations

    Improved payment collections on messaging by utilities providers, tax authorities and more

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    Digital eKYC

    Simplified KYC (Know Your Citizen) with guided flows and document collection. Lower effort for processes like Voter ID correction

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    Analytics

    Reports on campaign delivery, engagement, user queries, resolution rate and more

    Why Citizen Link?

    Transform citizen experience with bespoke journeys

    Utilities and DISCOMs
    Utilities and DISCOMs

    Send bills, collect payments, provide new connections and allow easy grievance submissions - all on rich messaging channels like WhatsApp and RCS

    Utilities and DISCOMs
    CM Helpline

    Elevate citizen engagement and grievance resolution efficiency for the government initiatives in your state by adopting the proven CM helpline solution.

    Utilities and DISCOMs
    Road and Transport Corporations

    Enhance commuter convenience with a chat-based interface for grievance registration, reporting closures, ticket booking, route information and more

    Utilities and DISCOMs
    Health Departments

    Provide critical health alerts, ambulance services and facilitate generic drugs ordering for citizens, ensuring timely and accessible primary healthcare

    Utilities and DISCOMs
    Disaster Management

    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

    Utilities and DISCOMs

    Success Stories

    MP electricity distribution company improves access to services for the state’s consumer base.

    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 AI Agent has connected more than 1,000 jobseekers with potential employers

    TNSDC’s AI Agent has connected more than 1,000 jobseekers with potential employers

    Launched two months ago, the AI Agent 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

    What is CitizenLink?
    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.
    Which all communication channels do you support?
    Although Gupshup platform supports 30+ messaging channels, the prominent channels which have seen good adoption in C2G and G2C engagement are:
    1. WhatsApp: Leverage the leading messaging channels across the globe with over 0.5 Billion users in India alone, and deploy intelligent AI Agents for deeper engagement with citizens.
    2. SMS & RCS: Access to 1.2 Billion Indians with guaranteed delivery mechanism using fallback mechanism, and richer IP messaging features through RCS.
    3. Voice & Cloud Telephony: Leverage Voice AI to achieve broader reach and adoption with citizens by deploying smart contact centers and vernacular AI journeys.
    What kind of AI is in play? How can we benefit from it?
    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.
    How can your platform reduce our cost of operations?
    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 Agents 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 AI Agents optimizes the adoption of government schemes, potentially mitigating the expenditure on physical documentation and manual processes.