Development of AI-Powered Chatbots for Enhancing E-Governance Services: SARTHI
DOI:
https://doi.org/10.69996/fmep.2026023Keywords:
Artificial Intelligence, E-Governance, Chatbot, Natural Language Processing, Smart Governance, Digital India, Machine Learning, SARTHIAbstract
Artificial Intelligence (AI)-powered chatbots are transforming the delivery of e-governance services by improving citizen engagement, accessibility, and administrative efficiency. This research paper presents the design, development, and evaluation of an AI-powered e-governance chatbot named “SARTHI.” The proposed chatbot integrates Natural Language Processing (NLP), Machine Learning (ML), and cloud-based digital governance infrastructure to provide real-time responses to citizen queries related to public services, certificates, taxation, welfare schemes, grievance redressal, and municipal administration. The study investigates how AI-driven conversational agents can reduce response time, improve transparency, and increase citizen satisfaction within digital governance ecosystems. A mixed-method research methodology involving system architecture development, user interaction analysis, and performance evaluation was adopted. Experimental findings demonstrate that the SARTHI chatbot achieved an average response accuracy of 93.2%, reduced administrative workload by 61%, and significantly improved service accessibility for rural and urban users. The study also highlights challenges related to multilingual communication, cybersecurity, ethical AI, and data privacy in e-governance systems. The results indicate that AI-powered chatbots can become an effective digital governance tool for smart cities and public administration. The proposed framework contributes toward scalable, intelligent, and citizen-centric governance systems aligned with Digital India initiatives.
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