Accenture and Microsoft worked hand-in-hand with the Government of India’s Digital India Corporation (MyGov) to equip its 1.3 billion citizens with a Responsible AI tool that provides accurate and useful information on the pandemic. Harnessing the capabilities of Microsoft’s Power Virtual Agent low-code solution, the team moved fast and used Microsoft Azure to deploy the solution in days. The agent, referred to as MyGov Saathi (meaning “companion” in Hindi), can handle up to 300,000 users per day and 20,000 concurrent users per minute.
The AI-powered virtual agent was embedded on the Government’s “self4society” website, where it manages interactions automatically; this freed up human experts to focus on the most urgent and complex situations. The AI agent addressed frequently asked questions, with users able to retrieve answers from a menu of options easily. The agent also delivered fact sheets, information on Government initiatives, professional and medical advice, and alerts and lists of myth busters to dispel false alarms.
The solution, being persona-based, was tuned to provide customized answers for queries relevant to farmers, migrants, senior citizens, frontline workers and other citizens alike so they all adopt behaviors that minimize transmission and exposure to the Coronavirus. As guidance changes, the agent is updated with the most recent data on COVID-19, ensuring the very latest information is available to users.
Accenture and Microsoft have a history of collaboration, including developing research on the importance of providing AI for the greater good. Their joint emphasis on public AI solutions enabled the team to quickly deliver a pro bono project for the Government of India and its citizens.