7 days ago
CSC partners Salesforce to launch AI-led grievance redressal platform for VLEs
NEW DELHI: The
Common Services Centres
(CSC) has partnered with cloud-software giant
Salesforce
to launch an
artificial intelligence
(AI)-powered grievance redressal platform to village-level entrepreneurs and citizens nationwide.
Built on Salesforce's platform, the solution integrates Service Cloud with AI tools such as Einstein Bots for 24×7 self-service and 'Digital Engagement' to consolidate citizen queries from WhatsApp, email, SMS, and the CSC portal, according to a joint statement on Thursday.
CSC Special Purpose Vehicle (SPV), under the Ministry of Electronics and IT (
MeitY
), has over 6 lakh active VLEs who provide government-driven citizen-centric digital and other essential services.
'At CSC, our mission has always been to empower citizens and VLEs by bridging the last-mile digital gap. The collaboration with Salesforce is a step forward in building a more responsive, unified, and data-driven grievance redressal framework,' said
Sanjay Kumar Rakesh
, MD & CEO, CSC SPV.
'Our collaboration with CSC is a powerful example of how AI can be harnessed to transform governance at the grassroots. We are proud to support CSC in empowering lakhs of
Village Level Entrepreneurs
(VLEs) with the tools to deliver faster, more transparent, and citizen-first services,' said Arundhati Bhattacharya, president & CEO, Salesforce (South Asia).
CSC's collaboration with Salesforce lays the foundation for a broader
digital public infrastructure
.
With CSC expanding into areas like wallet services, DigiPay, insurance, and telemedicine, the Salesforce platform provides a future-ready backbone to unify service delivery across functions.
