How GOI Built the World’s Largest WhatsApp Chatbot to Fight Against COVID-19
Customer Company Size
Large Corporate
Region
- Asia
Country
- India
Product
- Haptik's WhatsApp Chatbot
- MyGov Corona Helpdesk
Tech Stack
- WhatsApp Platform
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Brand Awareness
Technology Category
- Functional Applications - Remote Monitoring & Control Systems
Applicable Industries
- Healthcare & Hospitals
Applicable Functions
- Business Operation
Use Cases
- Remote Control
Services
- Software Design & Engineering Services
- System Integration
About The Customer
The Government of India (GOI) is a large corporate entity responsible for the administration and governance of the country. During the COVID-19 pandemic, the GOI prioritized curbing panic and misinformation among its citizens. With a population of over 1.3 billion people, the government needed a solution that could handle diverse queries in multiple languages, particularly English and Hindi. The GOI aimed to provide accurate information to help treat people or prevent them from contracting the respiratory disease. The government sought to leverage technology to reach a wide audience and ensure that citizens were well-informed about COVID-19, its symptoms, precautionary measures, and the latest updates from health authorities.
The Challenge
The Government of India faced a significant challenge in curbing panic and misinformation during the COVID-19 pandemic. The novelty of the virus led to widespread misinformation about its symptoms, precautionary measures, and remedies, causing panic among the population. The government needed a solution that could handle the scale and diversity of COVID-19 queries in both English and Hindi, ensuring that people received accurate information about the disease. The challenge was to provide a platform that could address the public's concerns and queries effectively, preventing misinformation and panic.
The Solution
Haptik developed the MyGov Corona Helpdesk, a WhatsApp chatbot, in just five days to address the Government of India's needs. The chatbot was designed to provide accurate and necessary information about COVID-19 to the public. It had powerful capabilities to bust common myths and misinformation about the virus, allowing citizens to examine symptoms and receive a diagnosis. The chatbot also provided precautionary measures and tips to stay safe from COVID-19, along with the latest updates and advisories from the Ministry of Health. The solution was implemented on the WhatsApp platform, which is widely used in India, ensuring accessibility and ease of use for millions of citizens. Haptik's chatbot effectively catered to the GOI's need for immediacy and scale, providing a reliable source of information during the pandemic.
Operational Impact
Quantitative Benefit
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