Kerala Electricity Board Adopts AI Voice Bot for Complaint Handling

Fast Summary

• The Kerala State Electricity Board (KSEB) plans to pilot an AI-powered voice bot solution to handle complaints from consumers.
• This solution will register, categorize, and route complaints related to power outages and supply infrastructure efficiently.
• Features include multilingual support (including Malayalam), differentiation of emergency/non-emergency cases, automated verification of consumer details, and natural conversation capabilities.
• The initiative aims to reduce response time, minimize dependence on human staff, and enhance consumer experience.
• The project is developed in collaboration with Lares.AI based on recommendations from the Kerala Startup Mission.

Indian Opinion Analysis

The KSEB’s decision to deploy an AI-powered voice bot for complaint resolution represents a forward-looking step towards modernizing India’s utility services. Leveraging generative AI reflects the growing role of tech innovations in addressing practical challenges like efficiency and customer satisfaction. By incorporating multilingual support with a focus on Malayalam-a local language-the programme potentially improves inclusivity for a diverse consumer base. Though,successful implementation depends on its ability to precisely differentiate between emergencies and routine issues while ensuring scalability without technical glitches. This pilot could set a benchmark for other states seeking similar solutions.Read more: Published – August 31,2025