India is on the verge of a digital leap in public grievance redressal. The government is preparing to re-launch the Centralized Public Grievance Redress and Monitoring System (CPGRAMS) with advanced AI features, promising a more efficient and citizen-friendly interface.

A Smarter, AI-Powered CPGRAMS

Led by the Prime Minister’s Office, the upgraded CPGRAMS will feature a suite of cutting-edge tools including multilingual chatbots, speech-to-text capabilities, and pattern detection powered by large language models. This is a first-of-its-kind initiative in Indian governance, designed to resolve a key bottleneck: the misdirection of public complaints. At present, only around 25% of grievances reach the appropriate department.

The revamped system aims to flip that figure by using AI to automatically analyze and route each submission to the correct authority. With machine learning models able to process unstructured data, the platform will detect trends, predict recurring grievance hotspots, and even suggest long-term policy reforms. As a senior official involved in the upgrade explained, “This is about democratizing access and moving beyond the traditional departmental silos.”

Inclusive Design with Multilingual Support

One of the standout features of CPGRAMS 2.0 is its focus on inclusivity. The platform will support speech-to-text inputs and offer services in at least 15 Indian languages using the Bhashini AI stack. This ensures accessibility for citizens from both urban and rural regions, regardless of language or literacy barriers.

The new interface is being designed for simplicity and ease of use. Whether someone is filing a complaint from a smartphone in a metropolitan city or via a basic internet connection in a remote village, the experience will be streamlined. “We’re building a digital bridge between the government and its people,” said a senior IAS officer working on the project.

What This Means for Governance

The introduction of large-scale AI in grievance handling could mark a shift in how government responsiveness is perceived. By reducing complaint resolution times and improving accuracy in assigning responsibilities, the system aims to increase trust in public institutions.

Moreover, the data insights generated from these complaints won’t just help solve issues faster—they’ll contribute to long-term policy evaluation. This integration of citizen feedback into broader governance strategies positions CPGRAMS 2.0 as more than just a tech upgrade—it’s a foundational change in public administration.

As India continues to embrace digital transformation, initiatives like this highlight how emerging technologies can be used to enhance governance, ensure accountability, and meet the rising expectations of a connected, informed citizenry.