look news india
The National Testing Agency (NTA), which conducts major and sensitive competitive examinations like JEE Main, NEET UG, CUET and UGC NET across the country, has made a major technological change in the student support system. During the examination cycle, students and parents often had to deal with busy helpline numbers, delayed responses to emails or dropped calls. To address this challenge, NTA has decided to equip its official helpline and student resolution system with Artificial Intelligence (AI) and modern Natural Language Processing (NLP) technology. Through this new AI-powered helpline, lakhs of candidates will be able to get instant and accurate answers to their queries related to application form, examination centre, admit card and result.
The biggest advantage of this AI assistant is eliminating the language barrier. In a diverse country like India, students from non-Hindi and non-English speaking states often found it difficult to express their problems in formal English terminology. NTA’s new AI system has been trained on large language models (LLM) of major Indian languages included in the 8th Schedule of the Constitution—such as Hindi, English, Tamil, Telugu, Bengali, Marathi, Gujarati, Kannada, Malayalam, Oriya and Punjabi. Students will be able to ask questions by writing in their mother tongue or through voice command (Voice Query) and the AI bot will present solutions in simple and clear words in the same language.
Usually, as the last date of examination application approaches, the traditional call center of NTA receives lakhs of calls in a day, due to which the servers and phone lines get jammed. The new AI system is capable of processing the problems of millions of candidates simultaneously. This chatbot will provide immediate assistance in the following categories:
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Application Form and Document Upload: Resolving common confusions related to size, format and validity of photo, signature or category certificate (OBC-NCL, EWS, SC/ST).
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Fee Payment and Transaction Status: In case ‘Payment Pending’ appears on the portal even after money is deducted from the bank account, clarify the situation immediately by tracking the transaction ID.
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Admit Card and Exam City Slip: Point by point information about all the rules related to exam center city, reporting time, dress code and prohibited items in the exam hall.
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Correction Window: Guidance on available options and eligibility rules to correct application errors.
NTA has clarified that this system will not be completely limited to mechanical level only. For this, a ‘human-in-the-loop’ model has been prepared. If a student’s case is of extremely complex, legal or policy nature, which the AI finds unable to resolve based on its database, the conversation will be immediately escalated to the Senior Human Executive (Human Grievance Officer) of NTA with the ticket number without any interruption. The student will be given a unique tracking ID, which will enable him to live track the status of his complaint.
At the time of examinations, countless fake news and misleading notices like paper leak, exam postponement or change in exam date start going viral on social media. Many times students from rural and remote areas fall prey to these rumors and become victims of mental stress. The AI helpline will respond only by pulling information from the official and verified database of NTA. If a student asks the chatbot about a viral claim, the AI will immediately confirm the official position, thereby directly curbing the spread of rumours.
Students will not need to download any separate app to avail this service:
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Integration on official websites: An interactive AI widget (Floating Chat Widget) will be available on the main website of NTA (nta.ac.in) as well as on the different examination portals of JEE, NEET and CUET.
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WhatsApp and IVR Integration: In a future phase, it will also be linked to an official WhatsApp Business number and an AI-enabled IVR phone line, so that even students with basic feature phones or slow internet connectivity can call and talk to the voice-based AI.
This technological upgrade by NTA will not only increase transparency and efficiency in examination management, but will also prove to be a significant step towards ensuring a stress-free examination experience for millions of students and their parents.