Patna : Bihar is set to introduce an integrated omni-channel Customer Relationship Management (CRM) system in May to address electricity-related complaints more efficiently. The directive came from BSPHCL Chairman-cum-Managing Director (CMD) Pankaj Kumar Pal, who held a review meeting with senior officials at Vidyut Bhawan. SBPDCL Managing Director Mahendra Kumar and other senior officials from both distribution companies were present.
Pal stressed that the system should be launched with thorough preparation, ensuring that no errors arise during implementation.
Streamlining Consumer Complaints
The integrated CRM system will consolidate complaints received from various platforms—email, WhatsApp, social media, helpline number 1912, and online portals—into a unified platform. This centralisation will allow authorities to track whether issues are being resolved in a timely manner and identify any bottlenecks in the process.
Once operational, consumers will no longer need to approach multiple channels to address their electricity-related concerns. The system will provide real-time insights into the status of complaints and accountability for delays.
Enhanced Features for Seamless Communication
The CRM system will leverage an AI-powered chatbot and voice bot capable of interacting in multiple languages, including Hindi, English, and regional languages such as Maithili, Bhojpuri, Magahi, and Angika. It will also offer speech-to-text and text-to-speech functionalities, making the system more accessible to diverse user groups.
An Interactive Voice Response System (IVRS) is being specially developed to provide automated responses to consumer queries in both Hindi and English, along with local languages.
