Meta to support research of NLSIU-IIT-B to transform India's consumer grievance redressal system

NEW DELHI: Meta announces support for National Law School of India University- Indian Institute of Technology Bombay (NLSIU-IIT Bombay) research project on digital transformation of India’s Consumer Grievance Redressal System through GenAI Bangalore.

The research project will assess how large language models (LLM) can be used for building public solutions and improving efficiency in grievance redressal system.

The IIT Bombay, in collaboration with the Department of Consumer Affairs (DoCA), as the knowledge partner.

The decision assist tool in this research also will be designed to support searching case laws and summarisation of documents to provide assistance to judicial authorities in the area of consumer affairs.

It will also explore how LLM graduates will assist consumers or judicial authorities. “In keeping with the commitment to responsible innovation, NLSIU and IIT Bombay will also release a white paper explaining the risk mitigation approaches implemented and how responsible design principles have been deployed at every layer of stack,” the official statement said.

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“The research initiative will explore the feasibility of leveraging Llama 2, Meta’s openly available large language model, in creating and evaluating a proof of concept of a citizen centric chatbot and a decision-assist tool in the area of consumer law. With the goal of enhancing efficiency, the chatbot will be designed to guide consumers on the procedural aspects of drafting a complaint and answering questions relating to consumer law in India.”

At the launch of the event, Sudhir Krishnaswamy, vice-chancellor of NLSIU, said: “The National Law School of India University is committed to academic research and legal innovation using Artificial Intelligence to aid legal system reform. This project on consumer law aims to enhance awareness on consumer rights, and to provide accessible assistance by leveraging Llama2.”

“With our expertise in interdisciplinary research, NLSIU is uniquely positioned to help pioneer these legal applications employing large language models. We will create a rich corpus of Indian legal resources to map the landscape of consumer disputes in the country, and use this corpus to train the Llama model. We will work to ensure that the material fed into the model is relevant, reliable, and user-friendly,” the VC said.