The Department of Consumer Affairs, Government of India, has launched a modernized version of the CONFONET software, called e-Jagriti portal, to provide speedy, inexpensive and easy redressal to consumer complaints .
e-Jagriti portal is a single platform that integrates various consumer grievance platforms, such as Online Case Monitoring System (OCMS), E-Daakhil, NCDRC Case Monitoring System, CONFONET website and mediation application .
The portal has several features that leverage artificial intelligence (AI) technology to enhance the efficiency and convenience of the consumer dispute resolution process.
How AI technology helps in consumer dispute resolution
AI technology helps in consumer dispute resolution by:
- Reducing the pendency of cases: AI technology can help in sorting, prioritizing and assigning cases to the appropriate Commissions, as well as suggesting possible outcomes based on previous judgements and data analysis. This can speed up the disposal of cases and reduce the backlog of pending cases .
- Improving the search and retrieval of information: AI technology can help in creating metadata and keywords for archived consumer complaints, cases and judgements, as well as providing smart search facility that can retrieve relevant information based on natural language queries. This can improve the access and availability of information for both consumers and Commissions .
- Enabling voice-to-text conversion: AI technology can help in converting the spoken words of the parties, witnesses and Commissions into text format, as well as translating them into different languages if needed. This can facilitate the communication and documentation of the proceedings, as well as reduce the errors and ambiguities caused by manual transcription .
Features of e-Jagriti Portal
Some of the features of e-Jagriti portal that use AI technology are:
- Case filing, online fee payment and case monitoring modules for seamless disposal of cases by all the Commissions .
- Smart search facility on archived consumer complaints, cases and judgements using AI technology for metadata and keyword creation .
- Voice-to-text conversion of judgements, case history and other details using AI / ML technology .
- Virtual court facility for a convenient and accessible resolution of consumer complaints, reducing the time of disposal, multiple hearings and physical court appearances .
Benefits of e-Jagriti Portal
According to Shri Rohit Kumar Singh, Secretary, Department of Consumer Affairs, the AI integration in e-Jagriti will help in reducing the pendency of consumer cases in the Consumer Commissions. He also encouraged all the stakeholders to use the portal to achieve better outcomes for the consumers.
The Department organized a capacity building workshop on February
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