A conversational AI assistant grounded exclusively in the Jaankari Suvidha Portal — serving VLEs and citizens across web, voice, WhatsApp and telephony, with a full agent, supervisor and admin back office.
Jaankari Suvidha
● Online
PAN Card · ₹107
Form 49A → upload documents → pay fee. 15–20 days.
jaankari.csc.gov.in/g2c/pan-card
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A conversational AI grounded exclusively in verified Jaankari Suvidha content.
SSO-authenticated access for VLEs via CSC Digital Seva credentials.
Public, no-login web interface for direct citizen access.
Voice-first kiosks at CSC centres — no typing or literacy needed.
Assistance over WhatsApp and telephony for browser-less citizens.
AI-assist panel for call-centre agents during live interactions.
Knowledge base auto-synced with portal updates within 48 hours.
Hindi and English at launch, with a regional-language roadmap.
02
Every channel shares the same AI engine and verified content for consistent answers.
Authenticated chat via CSC SSO with quick-access templates and session history.
Public, no-login, mobile-responsive chat optimised for low bandwidth.
Fully voice-driven kiosk at CSC centres; ≤ 4-second spoken responses.
Text and voice notes on the citizen's existing WhatsApp; 24-hour context.
Inbound helpline calls served by AI, with context-rich agent transfer.
Real-time AI suggestions for agents without putting callers on hold.
03
Never answers from outside the verified knowledge base; every reply cites its source page.
Switches between Hindi and English with no manual selection.
Understands informal queries and maintains coherent multi-turn dialogue.
Hands off to a human agent with full context — citizens never repeat themselves.
Portal changes reflected automatically; admins can trigger manual refresh.
Every interaction and change is logged, timestamped and retained for 3+ years.
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Every user sees only what their role permits.
| Role | Authentication | Permissions |
|---|---|---|
| Citizen / End User | No login required | Interacts via WhatsApp, web chat, voice or telephony; no admin or agent views. |
| VLE | SSO via Digital Seva | Authenticated VLE chat; queries KB; own session history; quick-access templates. |
| Call-Centre Agent | Platform login | Handles escalations; AI-assist panel; session interaction history; no admin settings. |
| Senior Agent / Team Lead | Platform login | All agent rights; team queue & workload; complex escalations; team performance. |
| Supervisor | Platform login | Live monitoring; full replay & transcripts; sentiment/semantic analytics; cannot change settings. |
| Knowledge Manager | Platform login | Uploads/edits/retires KB docs; triggers manual refresh; cannot view conversations. |
| Administrator | Platform login | Full access; user & role management; channel config; SLA/alerts; health; audit logs. |
| Auditor | Platform login | Read-only access to all logs, reports, SLA data and audit trails. |
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