Meta, the parent company of Facebook, is working with several Indian state governments to enhance digital governance using its Llama AI model and WhatsApp platform. Sandhya Devanathan, Meta’s India head, confirmed that collaborations are already underway with Andhra Pradesh, Maharashtra, and Odisha to deliver citizen services via WhatsApp.

Since early 2025, WhatsApp-based systems have been introduced to simplify public access to government services and schemes. Andhra Pradesh’s chatbot, Mana Mitra, launched in January, offers services such as bill payments, temple bookings, and grievance redressal—all accessible through one WhatsApp number.

Single-Number Model Sets a New Benchmark

Devanathan emphasized the difference in Meta’s approach. Unlike traditional systems where each service requires a separate website or contact number, all services under Mana Mitra are unified on one WhatsApp line. This model was made possible due to close coordination between Meta and the state government, supported by Meta’s business solution provider (BSP) partner.

The initiative has seen strong adoption—by March, Mana Mitra facilitated over 5.1 million transactions and served 2.5 million citizens. The goal is to expand access to 500 services by June 2025.

Maharashtra and Odisha Next in Line

Inspired by Andhra Pradesh’s success, Maharashtra and Odisha are preparing to launch similar WhatsApp-based citizen service platforms. Maharashtra aims to deliver over 500 services through a single number, while Odisha is targeting integration of 429 services.

Though still in early stages, Meta plans to integrate voice and AI features in future versions, allowing broader access, especially for non-English speakers.

Llama AI Integration Gains Momentum

State governments are also adopting Meta’s Llama AI models for backend tasks such as document retrieval and data processing. The Ministry of Skill Development has already introduced the Skill India Assistant (SIA) chatbot using Llama. SIA supports job search, training recommendations, and interactive quizzes in Hindi and English, using both voice and text input.

Meta is working to make Llama more relevant to India, with improvements focused on Indian languages and datasets that reflect local diversity. The Llama 3.1 model, released in July 2024, included Hindi support, and future versions aim to expand this further.

Enterprise Partnerships Drive Llama Adoption

To boost enterprise use of Llama, Meta is collaborating with major Indian firms. Infosys launched a Meta Centre of Excellence in October 2024, aiming to develop AI talent and industry use cases. Meta also teamed up with PwC India to create enterprise-grade GenAI solutions for businesses and governments.

Companies like Info Edge and Dream11, previously focused on advertising with Meta, are now leveraging Llama for broader digital transformation.

Read More: NIC Issues Advisory on Phishing Threats to Government Emails Across India