New Delhi: The integration of Artificial Intelligence (AI) in the National Consumer Helpline (NCH) has led to a significant surge in the number of complaints received, while also improving the efficiency of complaint resolution, according to the Ministry of Consumer Affairs. The AI-driven platform has recorded more than a tenfold increase in grievances, coupled with a more effective resolution process.
AI-Enhanced Consumer Helpline: Sharp Rise in Complaints
As per ministry data:
- The average monthly complaints in 2017 stood at 37,062, which has tripled to 112,468 in 2024.
- The number of digital complaints also saw a rise, increasing from 54,893 in 2023-24 to 68,831 in 2024-25.
AI-Enhanced Consumer Helpline: Faster Resolution Process
Officials highlighted that the adoption of AI has streamlined the complaint resolution process, reducing the average resolution time from 66.26 days in 2023 to 48 days in 2024.
With AI-powered tools enabling swift analysis and categorization of consumer grievances, the overall satisfaction rate among consumers has also improved. The advanced technological intervention ensures better tracking, automated responses, and predictive analytics, making the resolution process more efficient and consumer-friendly.
The Ministry of Consumer Affairs emphasized that AI integration is a major step toward modernizing consumer grievance redressal mechanisms, ensuring quicker responses and higher efficiency in addressing consumer concerns. As AI capabilities continue to evolve, further enhancements in the consumer support ecosystem are expected.
AI in Consumer Helplines: Transforming Complaint Resolution with New Trends
Artificial Intelligence (AI) is revolutionizing consumer helplines by enhancing efficiency, accuracy, and response times. With AI-driven automation, chatbots, and machine learning models, consumer complaint resolution has become faster and more effective.
Rise in AI-Powered Complaint Handling
Recent data from the Ministry of Consumer Affairs shows a sharp increase in complaints processed through AI-driven platforms. In 2017, the National Consumer Helpline (NCH) handled an average of 37,062 complaints per month, which surged to 1,12,468 by 2024. AI enables real-time analysis of grievances, reducing the burden on human operators while increasing response accuracy.
Faster Resolution with AI
AI tools categorize complaints based on urgency and nature, directing them to the appropriate departments. This has reduced the average complaint resolution time from 66.26 days in 2023 to just 48 days in 2024.
New Trends in AI Integration
- AI Chatbots & Virtual Assistants – Automated systems provide instant responses, resolving basic queries without human intervention.
- Sentiment Analysis – AI assesses consumer emotions to prioritize urgent issues.
- Predictive Analysis – Identifies recurring issues and suggests proactive solutions.
With AI’s continuous advancements, consumer helplines are set to become more efficient, offering seamless and faster resolutions.
