CHATBOT BASED HELPDESK FOR GOVERNMENT EMPLOYEES AND DEPARTMENTS

Computer Science

As India continues to implement digital governance in its economy, the frontline employees of the government have been confronted with a plethora of difficulties in their pursuit of finding the most effective ways of managing their workload. One of the key challenges facing frontline government employees is the significant amount of time that many of them devote to managing their routine administrative activities, such as file handling and processing purchase approval requests, using outdated, manual processes. These inefficient practices produce confusion and hinder productivity. To address this problem, we propose the development of an AI-driven helpdesk that provides accurate and rapid resolution of frequently asked questions (FAQ) while optimising workflow and increasing collaboration within departments. Using NLP, the AI chatbot is trained to answer frequently asked questions by using a specific knowledge repository designed for government employees, while providing access to this information via web, mobile devices and internal networks. We developed this chatbot using Java Spring Boot, React/Angular, and MySQL. This helpdesk eliminates human dependency in routine queries and supports e-governance in India. Testing shows high accuracy, faster response time, and improved user satisfaction. Future updates include trend analysis and workflow automation for government agencies.

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