Bokaro Steel Plant (SAIL) Education

SAIL launches AI-based Chatbot ‘SAIL Sarathi’ for better customer service

Steel Authority of India Limited (SAIL) on Tuesday launched the AI-based Chatbot ‘SAIL Sarathi’ for better customer engagement and service. It is a virtual assistant that accepts voice or text commands using natural language processing. SAIL released a QR Code scanning which people can experience ‘SAIL Sarathi’. 

 Chairman of SAIL, Soma Mondal inaugurated SAIL’s AI-based Chatbot ‘SAIL Sarathi’–the first of its kind in the Indian steel industry. As a part of Industry 4.0 SAIL is continuously embracing digital transformation, machine learning, artificial intelligence, etc. 

PSUs are using AI chatbots to enhance customer experience-

Government departments and Public Sector Undertakings (PSUs) in India seems to be betting big on Conversational Al solutions or in simple words chatbot to enhance/ease customer experience.

According to data released by, an enterprise-grade conversational Al platform, the company has served over 2.4 million unique users for its government sector clients in India during the last quarter.

The company works with government agencies and PSUs such as Bangalore Metro Rail Corporation Limited (BMRCL), the Government of Maharashtra Department of Women and Child Development (DWCD), the Madhya Pradesh Electricity Board, and Bharat Petroleum Corporation Limited (BPCL), as well as other large central and state government departments.

As for more numbers, the platform witnessed an exchange of over 66 million messages focused on citizen delivery services last quarter, exchanged between its Dynamic Al agents and end-users during over 4.7 million sessions during the quarter.

While text-based messaging channels are the preferred medium for citizen delivery services, the company says that it is also seeing voice-based Conversational Al solutions gain momentum. The major use-cases, as observed, are for automating customer support, booking services, raising complaints, making recharges and payments, and locating branches and offices, where the most traction is being witnessed on WhatsApp.

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