How Haptik built the World's Largest WhatsApp Chatbot

The Government of India’s oﬃcial COVID-19 helpline used by over 84 million citizens,
curbing misinformation and reducing panic

Industry

Public Sector

Platform

Live Since

March 2019

Product Used

Timely and right communications have been a key pillar in our ﬁght against COVID19. This has been greatly strengthened with Haptik’s ability to build an AI assistant in record time that has been handling millions of diverse queries in both English and Hindi. The helpdesk has been successfully catering to millions of WhatsApp users in India and has been immensely valuable in helping us keep our citizens rightly informed.

— Abhishek Singh, President & CEO, National eGovernance Division (NeGD)

Challenge

The Government of India wanted a solution that would eradicate misinformation and empower citizens with the right steps to take precautionary measures and stay safe during the COVID-19 pandemic.

The key objectives of the IVA included:

Offering a 24/7 helpdesk that answered COVID-19 queries and helped prevent the spread of false information.
Handle the scale and diversity of queries being directed from millions of users across the country in English & Hindi.

Solution

In just 5 days, Haptik built the MyGov Corona Helpdesk, a WhatsApp chatbot that:

Helped users check symptoms and get a diagnosis.
Provided tips and precautionary measures to stay safe.
Shared the latest updates and advisories from the Ministry of Health.
Bust myths around COVID-19.
Shared information about the official helpline.

Seeing the massive traction garnered for the MyGov Corona Helpdesk, the Government of India also deployed it in Hindi to augment the chatbot's reach and help vernacular masses get all the information they need to curb COVID-19.