RBI Debuts 24x7 Helpline for Digital Payments (DigiSaathi)

The Reserve Bank of India (RBI) and the National Payments Corporation of India (NPCI) have launched 'DigiSaathi,' a 24-hour-a-day initiative to combat digital banking and payment fraud. It is a collaborative project of India's Payment System Operators and Participants (banks and non-banks). This approach - gives a way to get assistance with all aspects of digital payments. In Hindi and English, automated solutions to concerns about digital payment products and services are available via a toll-free number (1800-891-3333), a short code (14431), website -www.digisaathi.info, and chatbots.

RBI has said in an official statement issued on 8th March 2022 that "DigiSaathi will assist users with their queries on digital payments via website & chatbot facility and through toll-free calls where user can dial or call out the options / products for which the information is required. More interactive options and language choices shall be enabled going forward."

Products and services offered on DigiSaathi portal

According to the official portal of DigiSaathi, here are the products and services will be provided to the customers:

• Information on various products and services viz. Cards (Debit / Credit / Prepaid) - POS/ECOM, UPI, NEFT, RTGS, IMPS, AePS, NETC, BBPS, USSD, PPI Wallets, ATM, QR (UPI/Bharat), CTS, MTSS, TReDS, NACH, Mobile and Net banking.
• Providing contact details of various payment system participants (banks & non-banks), as submitted by the participants.

The user can ask queries about digital payment products and services, most relevant and appropriate information towards which shall be provided to User on a best effort basis. The queries/questions asked shall be reviewed periodically for updating FAQs and responses, according to DigiSaathi.

As per DigiSaathi website, the Platform is driven by a bot (AI) in the backend. Bot shall be trained continuously over the period of time for improving the responses and accuracy.

As per the DigiSaathi Platform & Governance Framework Guidelines, in pursuance to the Reserve Bank of India's vision, various payment industry participants (banks & non-banks) have joined to create the website - www.digisaathi.info, chatbot, IVR, or any mobile and/or web application (collectively, the "Platform") for end customers using the payment products/services offered by various payment industry participants for obtaining information about digital payment products and services. National Payments Corporation of India (NPCI) is managing and operating the Platform for the industry including NPCI as an industry participant.