NEW DELHI, October 16 — The Department of Consumer Affairs, Ministry of Consumer Affairs, Food and Public Distribution, on Friday formally rolled out an artificial intelligence-driven multilingual intake and automated resolution framework across the National Consumer Helpline (NCH 1915) and its integrated WhatsApp messaging interface.
Engineered under the 'Jago Grahak Jago' public empowerment campaign, the platform deploys specialized speech-to-text and Natural Language Processing (NLP) models supporting 17 scheduled Indian languages. The system auto-classifies customer grievances against defective merchandise, e-commerce dark patterns, algorithmic price surges, and deceptive advertisements, routing complaints directly to registered corporate nodal officers within 48 hours.
Consumer affairs leadership reported that over 1,000 corporate enterprises, banking institutions, and domestic airlines have onboarded as 'Convergence Partners', achieving pre-litigation dispute resolution rates exceeding 85 percent without requiring consumers to initiate formal court petitions via the e-Daakhil filing engine.
The statutory paradigm of the Consumer Protection Act 2019 (the investigative powers of the Central Consumer Protection Authority - CCPA under Section 10, pecuniary jurisdictions of District, State, and National Consumer Commissions, and statutory product liability), and ADR mechanisms in civil governance represent high-priority topics in UPSC Civil Services (GS-II: Statutory Bodies & Citizen Charters).