Union Minister of State (Independent Charge) for Science and Technology Dr. Jitendra Singh on Saturday, 30 May 2026 addressed the launch of an artificial-intelligence-driven grievance chatbot for the Centralised Public Grievance Redress and Monitoring System (CPGRAMS), marking a significant upgrade to the Centre's citizen-facing administrative infrastructure. The minister said the chatbot reflects the government's commitment to 'Ease of Using' public services and supports languages beyond the 22 listed in the Eighth Schedule of the Constitution.

Context

Speaking at the launch, Dr. Jitendra Singh described a 'paradigm shift' in the public grievance mechanism over the last 12 years of the Narendra Modi government. He noted that when the government took office in 2014, grievance registrations stood at roughly 2 lakh annually; following successive CPGRAMS reforms, that figure has risen to over 25 lakh grievances per year. The grievance disposal rate, he added, has now crossed 95 per cent.

The minister attributed the surge in filings not to a rise in maladministration but to growing public confidence in a system perceived as responsive and citizen-centric. The new AI-enabled voice chatbot is positioned as the next step in that trajectory.

Policy backdrop

CPGRAMS is the national online platform through which citizens can lodge and track complaints against central and state departments. It sits within the broader Digital India programme launched in July 2015, which has progressively integrated technology into public administration — from Aadhaar-enabled services to the UMANG unified portal.

The chatbot's multilingual design follows an approach already visible in platforms such as UPI and DigiLocker, where linguistic inclusion has been treated as an accessibility imperative. The Department of Administrative Reforms and Public Grievances (DARPG), which oversees CPGRAMS, falls under the ministry portfolio held by Dr. Jitendra Singh through his role as Minister of State in the Prime Minister's Office and for Personnel, Public Grievances and Pensions.

Stakeholders and impact

The chatbot currently supports all 22 languages of the Eighth Schedule. In a phased rollout, regional and indigenous languages — including Bhojpuri, Garo, Khasi, Mizo and Bodhi — are being added, extending the system's reach to communities that have historically faced barriers due to language. This is expected to benefit citizens in northeastern states, the Gangetic belt and other linguistically diverse regions.

For central and state government departments, a higher-volume, AI-triaged grievance pipeline could reduce manual processing load while improving first-response times. Citizens who previously could not navigate English or Hindi interfaces stand to gain direct access to the redressal system.

What's next

The government has indicated that additional regional and indigenous languages will be incorporated into the chatbot on a phased basis, though no fixed timeline was announced for completing the expanded language roster. Observers will watch for DARPG performance reports and parliamentary questions that track language-wise grievance disposal rates as the rollout progresses.

The launch signals that AI-assisted citizen services are moving from pilot to mainstream within India's administrative reform agenda — with multilingual voice interfaces likely to become a standard expectation across other government portals as well.