From Queues to Fingertips: ‘Urja’ Chatbot by MSEDCL Now Delivers All Information Online 24/7 to Power Consumers 

The chatbot is equipped to assist with everything, from checking bill details and making quick payments to registering for green initiatives, submitting meter readings online and determining the bill value.

10 May 2024

By Ishika Kumar

Pune: Maharashtra State Electricity Distribution Company Ltd (MSEDCL) has taken a significant leap towards digital convenience by making all their services available on ‘Urja’ from 9th May, 2024. ‘Urja’ is an advanced AI-powered chatbot designed to streamline the customer service experience for over 3-crore electricity consumers across Maharashtra, 24/7.

Operational round the clock on both MSEDCL’s official website (www.mahadiscom.in) and their mobile app, ‘Urja’ is built to handle a variety of consumer needs from information about Mahavitaran to registering for new electricity connections, monthly bill payments or complaint status and redressal, all through simple conversational inputs which are available in both English and Marathi. This innovation marks the end of the tedious era of physically visiting the company offices for service queries or complaint registrations and follow-ups, or even calling them through the helpline numbers which often take a long time to resolve the issue. MSEDCL is sure to usher in a new age of digital customer interaction.

The introduction of ‘Urja’ by the Information and Technology Department of MSEDCL is a demonstration of the company’s dedication to enhancing customer experience. Consumers can now engage with MSEDCL from the comfort of their homes, accessing a wide array of services with just a few clicks. The chatbot is equipped to assist with everything, from checking bill details and making quick payments to registering for green initiatives, submitting meter readings online and determining the bill value.

The chatbot not only simplifies procedures but also provides vital information on service interruptions and resolutions directly to the consumer. This includes accountability, which earlier would trouble customers as they would not be updated about the issue, and whether it could be resolved or not, etc. For added convenience, MSEDCL has integrated direct links within ‘Urja’ that guide consumers to the appropriate online service based on their specific needs, making it a one-stop destination to cater to them. 

Beyond these functionalities, ‘Urja’ facilitates easy communication for complaint redressal, with the chatbot offering details on various contact avenues such as Mahavitaran’s 24×7 toll-free number, ‘SMS’ number, email support, missed call service, etc. This is available through the chatbot. Along with this, complete information about electricity supply interruption is also made available with a click. This ensures that all consumer grievances are addressed promptly and efficiently.

Since its launch in March of the previous year, the ‘Urja’ chatbot has seen widespread adoption among MSEDCL’s consumer base, significantly reducing the dependency on physical customer service centres. Registered users can interact directly via the chatbot by simply entering their mobile or customer number, while unregistered customers can also access many services seamlessly.

This digital transformation led by MSEDCL not only enhances consumer experience but also aligns with modern technological advancements, setting a new standard for utility services in India. By integrating such AI-powered solutions, MSEDCL is paving the way for a more efficient, accessible and consumer-friendly approach to electricity distribution.