The UIDAI has introduced Aadhaar Mitra, a new AI/ML-based chatbot, to significantly improve user experience. The new chatbot has improved functionality including checking the progress of Aadhaar updates and enrollments, monitoring the status of Aadhaar PVC cards, learning the location of enrollment centres, etc.
Using Aadhaar Mitra, people may now record their complaints and follow up on them. A strong grievance redressal process is in place at UIDAI, and it includes the organization’s headquarters, regional offices, technology centre, and active contact centre partners. It has been working nonstop to improve the experience of Aadhaar holders.
According to a statement from MeitY, UIDAI can resolve roughly 92% of CRM complaints within a week thanks to a coordinated, resident-centric strategy. The organisation is committed to improving its grievance redressal procedure while also promoting ease of living.
In order to successfully file, track, and handle complaints, the new CRM solution may enable several channels like phone calls, emails, chatbots, web portals, social media, letters, and walk-ins.
In the rankings report released by the Department of Administrative Reforms and Public Grievances (DARPG) for October 2022, the Unique Identification Authority of India (UIDAI) came out on top among all Group A Ministries, Departments, and Autonomous Bodies for resolving public grievances. UIDAI has led the standings for three months in a row.
