Pune: Divyang welfare department in state has introduced an AI-powered chatbot on WhatsApp designed to help persons with disabilities access govt schemes and file grievances with just a touch on screen.The chatbot aims to remove the barriers that many users face while typing or navigating complex systems, officials said. It enables individuals, who cannot type, to record and send their grievances in Marathi or English. The chatbot has been launched on WhatsApp number ‘7821922775′, which also offers information on both state and central govt schemes.Tukaram Mundhe, secretary of the department, told TOI that “The chatbot allows users to submit complaints through voice notes supported by Bhashini technology, which enables individuals to record and send grievances in Marathi or English. The chatbot uses an advanced AI-based model that understands language context and the seriousness of the complaint. It automatically classifies issues and forwards them to the concerned official.“Bhashini is an AI-powered language translation platform, under the national language translation mission, for bridging literacy, language and digital divides.Disability rights groups in Pune have welcomed the initiative, but also stressed the importance of execution. “The idea is forward-looking, but its real success depends on consistent and timely responses. Technology can open the door, but governance has to walk through it,” Anil Shirole of the Pune District Rights of Disabled Persons Association told TOI.Advocate Manisha Gokhale of the Swabhimaan Disability Network said, “Govt must ensure long-term maintenance of this system. Many initiatives fade after the first phase. This platform will truly be transformative only if it is sustained with regular updates and dedicated staff.”To resolve all complaints and ensure access of govt schemes, all officials are required to acknowledge complaints within 24 hours and a dedicated dashboard has been provided to ensure transparency and accountability.According to the newly developed technology, a self-tracking feature allows complainants to check the real-time status of grievances directly on WhatsApp, which the department says will significantly reduce delays.Developed under state govt’s 150-day program, the chatbot represents a modern approach to public service delivery. Weekly reviews of all registered complaints will be conducted to ensure timely resolution and system efficiency. Officials said the initiative strengthens inclusive digital access for persons with disabilities using familiar platforms like WhatsApp.
