GeM India is leveraging GenAI to streamline order processing and improve user experience on its platform.
India’s Government e-Marketplace (GeM) is integrating GenAI to enhance its order facilitation and user experience. By deploying GenAI-based chatbots and intelligent search functions, GeM aims to streamline its operations and improve service efficiency. These advancements are currently in the User Acceptance Testing (UAT) phase, with a beta launch scheduled for July 2024.
GenAI’s introduction addresses several challenges on the GeM portal. The AI-based chatbot offers 24/7 support, significantly reducing response times and handling complex queries. This tool is essential for managing the growing volume of orders, which saw a Gross Merchandise Value (GMV) doubling in FY24 compared to the previous year. Additionally, intelligent search capabilities enable users to find products faster, enhancing overall satisfaction and efficiency.
The benefits of GenAI in GeM are substantial. For sellers, reduced transaction fees and improved onboarding through programs like Seller Connect and GeM SAHAYAK simplify participation. These initiatives aim to support Micro, Small, and Medium Enterprises (MSMEs), fostering a more inclusive marketplace. Moreover, GeM SAHAYAK’s network of accredited trainers provides personalized assistance to sellers and buyers, boosting engagement and transaction smoothness.
GeM’s commitment to innovation is evident in its efforts to empower businesses and promote local artisans through initiatives like “The Aabhar Collection.” By enhancing user experience with GenAI, GeM not only streamlines operations but also supports small businesses and promotes indigenous products, contributing to a thriving digital marketplace.