“With ChatGPT coming into the mainstream, AI became democratised. Since it offered an easy explanation, people started asking questions,” said Prakash Kumar, chief executive officer at Wadhwani Centre for Government Digital Transformation (WGDT).

In India, where a vast majority of the population continue to remain digitally distant even with rapid smartphone adoption, Kumar’s organisation is driving a voice-first approach for citizen engagement through its Unified Citizen Engagement Platform (UCEP). This is an AI-powered initiative that is representing a shift in how government services can reach even the most underserved communities across the country.

Kumar, who is the former founding CEO of GST Network, in conversation with indianexpress.com , threw light on the challenges and oppor

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