Patna: The Bihar government is preparing to roll out an artificial intelligence-enabled version of the cybercrime helpline 1930, officials said, with the new system expected to become operational within the next three to four months.
According to officials, the upgraded platform is intended to reduce the time taken to register complaints related to cyber fraud and online crime, while also improving the speed of follow-up action. The state government claims it could become the country’s first AI-based cybercrime helpline call centre.
Complaint registration time likely to reduce
At present, complaints received on the 1930 helpline are manually recorded by human operators. Officials said each case currently takes around 16 to 18 minutes to register.
Under the proposed AI-enabled system, the process is expected to take around five to six minutes.
The new setup will use an AI-supported interface, real-time voice-to-text technology and a structured questionnaire to record details provided by complainants and update the database automatically.
Officials said the system is expected to improve accuracy and reduce errors caused by manual transcription or typing.
Focus on fraud pattern analysis
Authorities said the AI-based platform will also help analyse cyber fraud patterns in real time.
The system is expected to identify digital devices or channels that may have been used repeatedly in fraud cases involving multiple victims.
Officials added that there are plans to introduce multilingual support in future so that complainants can register cases in regional languages as well.
Expansion of cybercrime infrastructure
Following the formation of the Cyber Crime and Security Unit (CCSU) in February, the process of implementing an Interactive Voice Response System (IVRS) for the helpline has already begun, officials said.
Under the IVRS process, callers are asked to provide preliminary information including bank details, account numbers, transaction IDs or UTR numbers, date and time of the incident, and information related to suspects.
The CCSU has also proposed increasing the number of helpline phone lines from 25 to 50 to improve response capacity.
