Home Minister Shah Orders AI Upgrade for Cybercrime Helpline
Amit Shah directed officials to modernize the national cybercrime helpline with AI, IVR systems and stronger call-routing capacity.
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Image Credit- Chetan Jha/ MIT Sloan Management Review India
Union Home Minister Amit Shah has directed officials to upgrade the National Cybercrime Helpline 1930 with artificial intelligence, improved call routing and stronger call-center infrastructure.
The directive was issued at a high-level review meeting in New Delhi on Wednesday. Shah reviewed the helpline and other citizen-focused systems set up to provide immediate relief in cybercrime cases, especially financial fraud.
Shah said the 1930 helpline had become an important platform for citizens to report cybercrimes and financial frauds. He directed officials to ensure that every complainant receives timely support and that no complaint remains unattended or pending.
The Ministry of Home Affairs said the helpline will be modernized using advanced technologies, including AI, to improve complaint registration, intelligent call routing and grievance management.
Shah also directed that state-level 1930 call centers be upgraded with stronger interactive voice response systems to manage calls more efficiently and forward them to the appropriate level.
The Centre will support hardware and technology upgrades, while states and Union Territories will be asked to ensure adequate staffing at call centers for timely disposal of complaints.
The meeting also reviewed the Citizen Financial Cyber Fraud Reporting and Management System, or CFCFRMS, which helps authorities and financial institutions quickly block suspicious transactions and improve the chances of restoring funds to victims.
Shah directed regular review of the Money Restoration Module and the Grievance Redressal Module under CFCFRMS. The ministry said about 100,000 citizens have benefited from the money restoration and grievance redressal mechanism so far.
Officials told Shah that about 9.4 million bank accounts from which funds could potentially be restored have been uploaded under the framework.
Shah also directed authorities to act in cases where bank accounts have been frozen unnecessarily and to fix accountability in such cases.
He also called for stronger action against mule bank accounts used by cybercriminals in financial fraud.
