New Delhi, June 22: The Pension Fund Regulatory and Development Authority (PFRA) has launched an AI-driven grievance redressal platform named the ‘PFRA Pension Assistant.’ This initiative aims to provide an easy, accessible, and transparent system for clients under various pension schemes managed by PFRA. The announcement was made by the pension regulator on Monday.
The PFRA stated that this platform integrates various channels related to pension services into a single digital system. It is a significant step towards enhancing digital services in the pension sector, ensuring better and more convenient services for citizens.
The ‘PFRA Pension Assistant’ replaces the old Central Grievance Management System (CGMS). This platform offers all services in one place through web, mobile, and WhatsApp. Utilizing artificial intelligence (AI), it facilitates communication in multiple languages and automates processes, making it easier for pension clients across the country to register complaints, check their status, and receive resolutions. Additionally, it strengthens the monitoring capabilities of regulatory bodies and aids in making pension services more effective and transparent.
The pension regulator noted that this new portal alleviates many issues faced by clients in the previous complaint management system. Customers will no longer need to remember their PRAN login details. They can easily log in using just their mobile number and OTP. If multiple PRANs are linked to the same mobile number, all will be visible under a single login, enabling seamless access to all pension accounts without hassle.
The ‘PFRA Pension Assistant’ is connected to the ‘Bhashini’ platform, allowing it to offer services in 22 Indian languages. Customers can also register complaints through voice input via this portal.
According to the pension regulator, the PFRA Pension Assistant is not just a grievance redressal portal; it also functions as an AI-based governance and monitoring platform. It enables real-time oversight of the entire pension complaint mechanism. This platform provides a real-time dashboard, centralized monitoring, advanced data analytics, and valuable insights, helping to better understand complaint statuses, identify issues promptly, and take effective steps toward resolution. Furthermore, it promotes transparency, accountability, and efficiency in pension services.
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