Case Study: National eGovernance Division fights COVID-19 misinformation with Haptik's WhatsApp chatbot

How Haptik built the World's Largest WhatsApp Chatbot

National eGovernance Division (NeGD), the Government of India’s digital governance arm, needed a fast way to curb panic and misinformation during the early days of COVID-19. The challenge was to provide accurate, timely information to citizens in both English and Hindi at massive scale, while answering diverse questions about symptoms, precautions, myths, and official advisories.

Haptik built the MyGov Corona Helpdesk on WhatsApp in just five days to meet this need. The chatbot helped citizens check symptoms, bust myths, learn safety measures, and access Ministry of Health updates, ultimately handling 1.09+ billion queries from 84+ million users. Haptik’s solution delivered rapid deployment and significant public reach, helping the government keep citizens informed during the pandemic.

National eGovernance Division

Abhishek Singh

President & CEO