Artificial Intelligence (AI) is transforming industries across the globe, and India is at the forefront of this revolution. From customer service automation to legal tech advancements, AI-driven tools are enhancing efficiency, accessibility, and problem-solving in various sectors. Recognizing the potential of AI, the Ministry of Consumer Affairs, Government of India, has integrated AI into its operations to streamline consumer complaint resolution.
A major development in this domain is the introduction of AI-powered chatbots such as ‘Grahak Nyay’, developed in collaboration with IIT Bombay and NLSIU Bangalore, leveraging Meta’s Llama 3.1 language model. This chatbot has significantly improved the speed and accessibility of legal consumer services in India.
How AI is Reshaping Consumer Affairs in India
The Government of India is increasingly deploying AI-based solutions to tackle consumer grievances. The results are already visible—the number of complaints registered has surged over tenfold, demonstrating AI’s potential in resolving disputes efficiently.
1. Exponential Growth in Consumer Complaints Handling
Before the integration of AI, consumers faced significant hurdles in registering and resolving complaints. However, AI-powered platforms have transformed this process:
- In December 2015, 12,553 consumer complaints were registered.
- By 2024, this number had skyrocketed to 155,138 complaints.
- The average complaint resolution time has dropped from 66.26 days (2023) to 48 days (2024).
This dramatic improvement demonstrates how AI streamlines bureaucratic processes, automates repetitive tasks, and expedites resolution timelines.
2. AI Chatbots: A Game-Changer in Consumer Rights Advocacy
The Grahak Nyay chatbot, powered by Generative AI, is a first-of-its-kind initiative that assists consumers in filing complaints, drafting legal documents, and understanding their rights.
- Developed by Professor Dr. Pushpak Bhattacharya (IIT Bombay) and Dr. Rahul Hemrajani (NLSIU Bangalore), the chatbot integrates legal knowledge with AI capabilities.
- It offers a simplified interface, allowing consumers to file complaints, generate legal notices, and track case statuses without requiring legal expertise.
- By reducing dependence on intermediaries, it empowers consumers and accelerates dispute resolution.
3. Growing Number of ‘Convergence Partners’
Companies with high consumer complaints are designated as “convergence partners”, meaning they work closely with government agencies to resolve disputes efficiently.
- In 2017, only 263 companies were recognized as convergence partners.
- By 2024, this number had increased to 1,038 companies.
- AI-driven platforms allow these companies to prioritize consumer grievances and resolve issues more effectively.
4. Bridging the Digital Divide: AI for Consumer Accessibility
Despite digital advancements, 53% of India’s population still struggles to navigate government portals. AI chatbots provide an intuitive, voice-based, and multilingual interface, ensuring that even non-tech-savvy individuals can access legal and consumer rights services.
To enhance accessibility, the Ministry of Consumer Affairs collaborated with Gossip Platforms to launch Jagriti AI, a dedicated consumer awareness chatbot that provides real-time assistance and guidance.
How to Use ‘Grahak Nyay’ for Consumer Complaints?
Consumers can easily access Grahak Nyay through the official Ministry of Consumer Affairs website by following these steps:
- Visit the official website of the Ministry of Consumer Affairs.
- Click on the ‘Grahak Nyay’ chatbot icon displayed on the homepage.
- Follow AI-powered instructions to register a complaint.
- Provide necessary details about the grievance.
- Generate legal documents, notices, or applications with AI assistance.
- Track complaint status and receive updates on case progress.
With this seamless AI-driven system, consumers no longer need to physically visit offices or navigate complex bureaucratic procedures—AI does it for them.
