Members of the Employees’ Provident Fund Organisation (EPFO) will soon be able to perform simple transactions via WhatsApp. This initiative aims to improve outreach and streamline services for EPFO members.
The primary goal is to provide subscribers quick and easy access to essential services such as checking their PF balance, viewing the last five transactions, and tracking claim status. Additionally, members eligible under the Pradhan Mantri Viksit Bharat Raozgar Yojana (PMVBRY) who have pending issues, such as incomplete Aadhaar authentication using UIDAI’s face authentication technology (FAT) or non-enablement of Direct Benefit Transfer (DBT) for their Aadhaar-linked bank accounts, will receive support services through WhatsApp.
To utilize these services, members need to send ‘Hello’ to EPFO’s registered WhatsApp number to start the conversation. They also have the option to receive EPFO updates via their registered mobile number.
Once a message is received, EPFO will verify its authenticity by checking if it comes from the member’s registered mobile linked to their Universal Account Number (UAN). Upon verification, the member will be presented with a menu in their local language, allowing them to choose an option, submit details, or respond to simple queries.
According to sources, EPFO will process these messages and respond using an AI chatbot or by accessing information from the EPFO database. This approach is expected to enhance analytics and reporting, as each interaction will be monitored to gauge member satisfaction.
This new WhatsApp service is particularly beneficial for EPF subscribers, as the majority of mobile users are already familiar with the platform. Furthermore, all communications will be conducted in local languages, ensuring greater comfort for members when engaging with EPFO. Services will be available around the clock.