In the Bescom (Bangalore Electricity Supply Company) BENGALURU, a robot will soon pick up your calls at helpline number and respond in Kannada and English. The officials of Bescom are currently working with the Machine And Language Learning (MALL) Lab to develop a voice bot powered by Artificial Intelligence (AI) at Indian Institute of Science (IISc). Earlier this year the power utility had published an expression of interest (EoI) to develop the AI-powered voicebot, for which tenders will be floated soon. On machine learning and natural language processing IISc has been working for many years to design a voice robot using their knowledge capable of answering some basic queries of the consumers in Kannada and English. The voice bot which will be powered by AI, will be able to register complaints of consumers and direct them to the right departments for further queries. The induction of the voice bot is expected to fasten the process of logging and redressal of complaints into Bescom’s customer care system. The work of the voice bot Integration and development with Bescom’s helpline number expected to be kicked off within six months from when tenders for the project are called. In the voice bot more regional languages will be added later. Over 1000 complaints Bescom receives through its helpline number, Whatsapp and other online platforms every single day. The number of phone lines attached to the Bescom helpline number 1912 recently was increased from 45 to 60 to deal with burgeoning complaints.
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