MeitY Taps Salesforce to Power AI-Driven Grievance Redressal Across Rural India
With over six lakh active Village Level Entrepreneurs (VLEs), CSC plays a vital role in delivering government and private services in remote regions.
Common Services Centres (CSC), the flagship digital inclusion initiative of the Ministry of Electronics and IT (MeitY), has partnered with Salesforce to roll out an AI-powered grievance redressal platform for rural and semi-urban citizens across India.
The system, built on Salesforce’s platform, integrates its Service Cloud with AI tools like Einstein Bots for 24/7 support and Digital Engagement to unify citizen queries from WhatsApp, email, SMS, and the CSC portal.
With over six lakh active Village Level Entrepreneurs (VLEs), CSC plays a vital role in delivering government and private services in remote regions. The new system aims to improve issue resolution times, boost transparency, and empower VLEs with cutting-edge technology.
“By integrating modern tools and AI-led workflows, we are equipping our frontline network with the capability to resolve issues faster, track them transparently, and deliver better experiences to the communities we serve,” Sanjay Kumar Rakesh, MD and CEO, CSC SPV, said.
“India’s next leap in digital public infrastructure will be defined by how effectively we can bring citizen services closer to every corner of the country—with speed, scale, and intelligence,” Arundhati Bhattacharya, president and CEO, Salesforce South Asia, added.
As CSC expands services in areas like DigiPay, insurance, telemedicine, and wallet services, Salesforce’s mobile-first, multilingual platform provides a scalable foundation for streamlining and future-proofing digital governance across India.
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