Transforming Consumer Dispute Resolution: Embracing Technology for Enhanced Accessibility
Consumer dispute resolution panels nationwide are currently undergoing a significant transformation driven by technology-oriented initiatives. The primary aim of this modernization is to enhance accessibility, ensure prompt resolution of disputes, reduce costs, and mitigate delays, thus reinforcing trust in the established dispute resolution mechanism.
Justice Surendra Mohan (President of the Kerala State & Lakshadweep Consumer Disputes Redressal Commission) emphasized the significance of cautiously accepting new technology, including Artificial Intelligence (AI), in consumer dispute resolution during the recent World Consumer Rights Day event. He acknowledged that AI may speed up the processing of outstanding complaints, but he also emphasized the need for consumers to be informed of the possible risks involved in using these technologies. This year’s theme, ‘Fair and Responsible AI for Consumers,’ underscores the significance of striking a balance between technological advancement and consumer protection.
The effectiveness of consumer dispute resolution forums is set to be revolutionized by the incorporation of new technology, such as artificial intelligence (AI), and the simplification of online filing and evidence collecting. President D.B. Binu of the Ernakulam District Consumer Disputes Redressal Commission reiterated this idea, pointing out that technology developments will motivate more customers to use consumer forums for redress. With the advent of online filing options, complaints may now be easily filed from the comfort of one’s home, which is a big benefit for those who live overseas.
Consumer complaints pertaining to e-commerce transactions have significantly increased, according to recent statistics from the National Consumer Helpline. The number of complaints from consumers purchasing products and services online has increased by more than 30% in the last year, which is indicative of the rising amount of complaints in the online marketplace. Ms. Surya noted this trend, emphasizing the urgent need for efficient dispute resolution mechanisms in the digital realm.
Key features of the new technology induction include AI-based speech recognition and translation systems, multilingual chatbot integration, and voice-enabled interactive voice recognition systems. These advancements are anticipated not only to enhance accessibility but also to enrich user experiences, reduce manual interventions, optimize call centre efficiency, and foster opportunities for continuous improvement.
The integration of advanced technologies in consumer dispute resolution heralds a promising era of enhanced accessibility, efficiency, and transparency. However, it is essential to proceed cautiously, ensuring that technological advancements are utilized responsibly to safeguard consumer rights and uphold principles of fairness and justice.
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Pallabi Boruah
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