Government of Maharashtra leverages automation to extend reach to beneficiaries

Founded

1993

Website

www.womenchild.maharashtra.gov.in/

Channels

WhatsApp, SMS, IVR

Use Cases

Support Information & Disemmination

Challenge

Solution

Impact

Challenge

Embracing digital transformation on a large scale

In order to cater to the informational needs of women and children, who comprise almost 60 percent of Maharashtra’s population, WCD wanted to adopt an omnichannel approach to dispense information. The challenge lay in scaling the services provided by the government to reach the rural population.

Solution: The WCD bot

Responsible innovation

WCD has made a giant leap into innovation in terms of information dissemination to it’s large audience. Multiple campaigns with the help of yellow.ai, have been deployed to engage with its state-wide and diverse audience, with the help of IVR, SMS and WhatsApp chatbots.

Vernacular capabilities

The WCD IVR and SMS bot can converse in Marathi to cater to the language requirements of the rural women population in Maharashtra.

Omnichannel support

The voice, SMS and chat bot channels implemented by WCD perform cohesively to ensure that intended users get adequate information at their fingertips through the channel of their convenience. Since the WCD chatbot launched in October 2020, the chatbot on WhatsApp has already exchanged over 55 million messages. Additionally, more than 3.1 million SMSs have been sent through the chatbot platform by WCD.