Government creating multilingual chatbot helpline for consumer complaints with audio messaging capabilities
- ByStartupStory | April 10, 2023
Government building ChatGPT-style chatbot helpline for consumer grievances with multi-lingual audio messaging capabilities, sources say. . The new chatbot being developed for consumer grievances is distinct from the previous one launched last month, which lacked conversational abilities. The earlier version required users to navigate a step-by-step selection process based on various parameters such as state, city, industry, brand, issue, and product value.
According to insiders, the government’s Bhashini platform will manage language translation for the new chatbot, but finding a suitable large language model (LLM) capable of comprehending consumer grievances is a significant obstacle. LLMs play a crucial role in conversational AI chatbots, processing user prompts and generating responses by interpreting and contextualizing text.
An informed source stated that the current Large Language Models (LLM) created by various companies are unsuitable for the government’s needs. A specialized LLM that can recognize the nuances of consumer grievances and laws is required. The source gave an example of surrogate advertising, which is a significant issue in the consumer domain. The LLM used in the chatbot must not confuse the term “surrogate” used in a complaint with surrogacy in a different context.
Domain-specific Large Language Models (LLMs) possess greater familiarity with the language used in their respective fields, enabling them to grasp contextual and nuanced details more effectively. For instance, LLMs trained on medical data are more adept at comprehending medical terminology and answering related queries with greater precision than those trained on general language data. Similarly, LLMs trained on legal data excel at understanding legal concepts and jargon, making them more accurate in answering legal-related questions compared to their counterparts trained on general language data.
It is worth mentioning that the efficacy of a language model is not solely dependent on its domain-specificity. Other factors that impact its performance include the size and quality of training data, the model’s architecture, and the quality of pre-processing and post-processing techniques applied. Additionally, conversational AI chatbots such as Google’s Bard and OpenAI’s ChatGPT have been criticized for generating false information, commonly referred to as “hallucinations,” when faced with questions related to unfamiliar facts or contexts.
Moneycontrol was unable to confirm whether the Indian government intends to develop its own LLM or use one from a major service provider. The government has, however, utilized OpenAI’s ChatGPT in the development of two other significant initiatives – promoting the use of vernacular languages in school education and raising awareness of government schemes. For the former, the government is utilizing ChatGPT, a Microsoft-backed conversational AI chatbot, to create an educational tool that can assist school students in obtaining answers to curriculum-related questions in any Indian language.
The government is developing a tool that will transform WhatsApp into a search engine for government schemes. The tool will enable people to receive comprehensive information about a scheme when they post a voice note about it on the WhatsApp chat. The information will include the scheme’s start date, objectives, eligibility criteria, required documents, and more.
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