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The Pune Gramin Police have taken a significant step to curb the rising number of business fraud cases in the region and the challenges associated with in-person complaint filingby launching a WhatsApp bot for business fraud complaints. The initiative aims to streamline the complaint filing process, ensure faster redressal, and create a transparent feedback loop between citizens and the police department.The WhatsApp Daksh bot, available at 9922892100, empowers users to file complaints directly from their mobile devices, receive instant case registration numbers, and track the status of their complaints in real-time. Built with easy local language navigation, the bot ensures accessibility for all citizens, regardless of their digital literacy or language preference. This localized approach not only enhances usability but also encourages more people to report fraud cases without hesitation.The growing number of business fraud cases in the region and the challenges associated with in-person complaint filing, such as delays, lack of follow-ups, and limited access to updates, made it clear that a modern solution was required. Recognizing this need, Pune Gramin Police collaborated with Go2market, a trusted WhatsApp Business API service provider, to build and implement a smart, citizen-facing chatbot on WhatsApp.
Beyond its public-facing features, the bot is integrated with the police department’s backend systems, enabling better case management and faster assignment to relevant personnel. Go2market played a pivotal role in the end-to-end implementation of WhatsApp Business API but also customizing the chatbot flows to match the operational needs of the Pune Police. The company also provided training sessions for police staff to familiarize them with the new system and ensure smooth handling of incoming queries.
The bot offers a range of key features designed to improve efficiency and user experience
• Simple menu-based navigation
• Easy complaint registration
• Auto-generated complaint acknowledgment
• Real-time case status updates
• Option to upload supporting documents or images
• 24/7 accessibility for citizens
• Secure data handling
This digital solution brings multiple benefits:
• For citizens - Easy access to services, reduced wait times, and improved transparency.
• For police - Streamlined workflows, better data accuracy, and increased efficiency.
• For the system - Enhanced public trust, improved service delivery, and digital record keeping.
Initial responses to the bot have been overwhelmingly positive, with increased reporting of fraud cases and positive citizen feedback on the convenience and responsiveness of the service. By leveraging the WhatsApp platform that is already familiar to most users, the solution offers easy accessibility and encourages greater civic participation.
At Go2market, we believe that technology should make governance more inclusive and transparent. Our collaboration with Pune Police reflects our commitment to building smart, scalable, and user-friendly solutions for public service delivery. This initiative marks a promising shift in how law enforcement agencies can use digital tools to foster transparency, build trust, and serve citizens better. This project is a shining example of how public-private partnerships can empower government departments with modern tools to better serve the public. It also sets a replicable model for other districts and departments looking forward to digitize their citizen engagement strategies.
About Go2Market
Go2Market is a leading provider of enterprise messaging and communication solutions like IVR, SMS & RCS SMS Service, Cloud Call Centers and WhatsApp Business API. With our expertise in smooth WhatsApp Business API integration, customer engagement platforms, and smart communication solutions for both public and private sector organizations, we are trying to make communication easy for all.