How enabled MyGov for answering live questions about COVID-19

"We are pleased to work with to deliver an AI-powered, omnichannel engagement solution, on our website, social media, and search to inform, serve, and hear from our citizenry in India and around the world,” said Abhishek Singh, CEO at MyGov. “We are also proud to be one of the first major deployments of Google's Business Messages across Search and Maps, to disseminate authentic and real-time information about more than 11,000 Food and Shelter locations across 700 cities, in India set up and operated by the Government for the welfare of people impacted due to COVID19”


MyGov, the world’s largest government-to-citizen digital infrastructure, with more than half a billion users, founded by the Government of India, was facing challenges engaging with Indians amidst the pandemic. The need of the hour was to deliver proactive and real-time updates and enable search and messaging services to tackle misinformation and fake news which were spreading paranoia. 

With the purpose of disseminating accurate and timely COVID-19 information to citizens, as well as share real-time information, in an easy-to-use and efficient manner, MyGov found their partner in, the global leader in conversational AI, which offers persistent, personalized, messaging-based experiences.
OBJECTIVE enabled MyGov to educate and inform citizens while answering live questions from Indian citizens about COVID-19 helplines, and ways to volunteer & donate.


To deliver a unified digital experience to Indian citizens, developed an AI-driven, omnichannel virtual assistant that worked across all the relevant “conversational surfaces” like web chat, on Google Search and Maps & Facebook Messenger. The approach was to build deep and natural language engagement across the entire customer journey wherein the virtual assistant manages these personalized interactions without the need for human assistance ensuring all their questions are answered and guidelines are communicated. The communication was conversational and beyond the traditional and simple menu-based interactions.


An impactful campaign, the virtual assistant helped the Government of India deliver accurate and real-time information to citizens by meeting the need-gap for a reliable platform. 

  • 11,000 food and night shelter places were discoverable via Google Business Messages (GBM) across India in approx 700 cities

  • The services were not just accessed by millions of users across India, but they were also accessed by people around the world that were monitoring the rapidly changing pandemic

  • The user messenger conversation had more than 60 Million messages exchanged

  • It aided the faster adoption of guidelines that are key to safeguarding one’s health. At peak traffic more than 40,000 users per hour (across platforms) leveraged the service of the virtual assistant. 

  • The Male to female ratio of users was 85:15

Kartik Walia, Head of Operations, India,, says, “The pandemic has impacted lives across the globe and called for support and collaborated efforts to fight it. We are honored to have the opportunity to do our bit through our initiative with MyGov India. The conversational AI-powered virtual assistant enabled the Government to engage in a two-way dialogue and help those impacted and in need, real-time.”

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