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In a move that’s turning heads, India’s National Consumer Helpline (NCH) has embraced artificial intelligence to tackle consumer complaints. And guess what? It’s working wonders!
Remember the days when getting a complaint heard felt like shouting into the void? Not anymore! The NCH’s AI-driven system has supercharged its efficiency. Back in December 2015, they handled just over 12,500 calls. Fast forward to December 2024, and that number has skyrocketed to a whopping 1,55,138 calls. Talk about a glow-up!
It’s not just calls pouring in; the average monthly complaints have also seen a massive jump, from 37,062 in 2017 to 1,12,468 in 2024. Plus, with the digital age in full swing, online grievances shot up from an average of 54,893 in FY 2023-24 to 68,831 by December 2024. Clearly, consumers are loving this new-age helpline!
Nobody likes waiting, especially when it comes to complaints. The NCH gets it. They’ve slashed the average grievance disposal time from 66 days in 2023 to just 48 days in 2024. That’s like going from snail mail to instant messaging!
The NCH isn’t doing this solo. Theyhave roped in over 1,038 companies as ‘convergence partners’ (up from just 263 in 2017). These partners, especially in sectors like education, are now prioritising swift complaint resolutions. It’s a win-win: consumers get quick fixes, and companies earn brownie points for great service.
Need proof that it’s working? A consumer from West Bengal struggled to get a refund from an internet service provider. After reaching out to the NCH, they got their money back in no time. Similarly, a shopper from Karnataka received a defective product from an online retailer. Thanks to the NCH’s intervention, they got a replacement and a prompt refund. Happy customers all around!
Got a gripe? Don’t keep it to yourself! The NCH is just a call away at the toll-free number 1915. Prefer typing? Head over to their web portal at consumerhelpline.gov.in. Your voice matters, and the NCH is here to ensure it’s heard loud and clear.
In a world where customer service can often feel robotic (and not in a good way), India’s AI-enabled National Consumer Helpline is proving that with the right tech, consumer satisfaction can reach new heights. So, the next time you’re facing a product or service hiccup, you know who to call!
