In a pioneering move to bolster cybercrime response, the Telangana State Cyber Security Bureau (TGCSB) has introduced an AI-powered Complaint Chatbot to its 1930 cybercrime helpline. This initiative aims to expedite assistance during the crucial "golden hour", the initial period following a cyber fraud when the likelihood of recovering lost funds is highest.
Launched on Tuesday evening, the updated system streamlines the complaint process. Upon dialing 1930, callers are prompted to select their preferred language, followed by four options:
Reporting monetary loss
Filing complaints without financial loss
Checking complaint status
Submitting grievances
Callers selecting options 3 or 4 receive an SMS containing a link to the Complaint Chatbot, where they can input personal and case details. This system also accommodates non-financial complaints, such as online harassment, which operators can redirect to the chatbot after an initial assessment. Additionally, if calls go unanswered due to high volume, an SMS with the chatbot link is automatically dispatched.
The chatbot facilitates the attachment of transaction proofs, like screenshots of fraudulent activities, and provides users with instant acknowledgment and a trackable reference number. This approach is expected to reduce average call wait times from 5–6 minutes to approximately 2–3 minutes, allowing operators to prioritize high-risk cases and initiate swift actions, such as freezing fraudulent transactions.
Complementing this, TGCSB has equipped call center staff with the Cyber Computer Aided Dispatch (CAD) system—a machine learning-powered interface that enables efficient call handling, complaint registration, status updates, and grievance redressal, all while displaying caller details in real-time.
This integration of AI technology underscores Telangana's commitment to enhancing cybersecurity measures and ensuring prompt assistance to cybercrime victims.
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