CSC Partners with Salesforce to Launch AI-Powered Grievance Redressal Platform in Rural India

CSC Partners with Salesforce to Transform Grievance Redressal in Rural India | AIM

The AI-powered platform will be serviceable to over six lakh Village Level Entrepreneurs nationwide. Common Services Centres (CSC), the electronics and IT ministry's (MeitY) flagship digital inclusion initiative, has partnered with Salesforce, a leading AI-powered CRM platform. This collaboration will strengthen support for citizens and Village Level Entrepreneurs (VLEs) in rural and semi-urban areas through an AI-driven grievance redressal system designed to offer unified, intelligent, and scalable service experiences. Built on Salesforce's platform, the solution integrates Service Cloud with AI tools such as Einstein Bots for 24×7 self-service and Digital Engagement to consolidate citizen queries from WhatsApp, email, SMS, and the CSC portal. "By integrating modern tools and AI-led workflows, we are equipping our frontline network with the capability to resolve issues faster, track them transparently, and deliver better experiences to the communities we serve," Sanjay Kumar Rakesh, MD and CEO at CSC SPV, said. With a network of over six lakh active VLEs, CSC serves as a crucial link between citizens and vital public and private services in remote regions. Integrating Salesforce represents a significant step forward in CSC's digital transformation, improving resolution timelines, empowering VLEs with modern tools, and fostering greater transparency and trust in citizen service. CSC's collaboration with Salesforce lays the foundation for a broader digital public infrastructure. Arundhati Bhattacharya, president and CEO of Salesforce South Asia, said, "India's next leap in digital public infrastructure will be defined by how effectively we can bring citizen services closer to every corner of the country -- with speed, scale, and intelligence." As CSC expands into new areas such as wallet services, DigiPay, insurance, and telemedicine, the Salesforce platform offers a robust, future-ready foundation to streamline service delivery across these functions. With its scalable architecture, multilingual capabilities, and mobile-first approach, Salesforce is well-suited to support the growth of digital governance across India's diverse population.

CSC Partners with Salesforce to Launch AI-Powered Grievance Redressal Platform for Rural India

Built on Salesforce's platform, the solution integrates Service Cloud with AI tools such as Einstein Bots for 24×7 self-service and Digital Engagement to consolidate citizen queries from WhatsApp, email, SMS, and the CSC portal. Sanjay Kumar Rakesh, MD & CEO, CSC SPV said, "At CSC, our mission has always been to empower citizens and VLEs by bridging the last-mile digital gap. The collaboration with Salesforce is a step forward in building a more responsive, unified, and data-driven grievance redressal framework. By integrating modern tools and AI-led workflows, we are equipping our frontline network with the capability to resolve issues faster, track them transparently, and deliver better experiences to the communities we serve. This is not just a tech upgrade -- it's a shift in how we enable trust in digital governance."