Patna: Bihar State Power Holding Company Limited (BSPHCL) is all set to transform handling of its power-related complaints with the introduction of an integrated omni-channel consumer relationship management (CRM) system. This advanced system will funnel all consumer complaints, regardless of the platform, into one central hub, ensuring seamless monitoring, rapid fault identification and the quickest possible resolution.
In a significant move towards improving consumer service and satisfaction, BSPHCL’s chairman-cum-managing director Sanjeev Hans on Friday chaired a meeting at Vidyut Bhawan, where a detailed presentation of the new AI-driven CRM system was showcased.
The managing director of South Bihar Power Distribution Company Limited (SBPDCL) Mahendra Kumar, along with other key officials, were present at the meeting.
“Currently, consumers lodge power complaints through multiple channels, including the toll-free number 1912, the department’s website, and fuse call centre numbers available on the DISCOMs’ websites (SBPDCL and NBPDCL). The new CRM system will centralize all these complaints into one streamlined platform, making tracking and resolution more efficient,” a BSPHCL official told TOI on Friday.
Hans said the system’s core advantage lies in its ability to promptly identify and address consumer grievances. Utilising advanced analytics and real-time tracking, the system will ensure that any delays in resolving complaints are quickly pinpointed and addressed.
This centralized approach will not only reduce response times but also enhance overall accountability and efficiency.
“The new system will feature AI-driven chatbots and voice bots, capable of communicating in English, Hindi, and regional languages such as Maithili, Bhojpuri, and Magahi. These bots will handle speech-to-text and text-to-speech interactions, providing a user-friendly experience. Consumers will be able to lodge and follow up on complaints through various platforms. An interactive voice response system (IVRS) will further support consumer queries in multiple languages,” the official said.
“This transformative initiative will significantly boost consumer satisfaction by ensuring transparency and efficiency in Bihar’s power distribution system,” Hans said.

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