AI-Driven Smart City Grievance Management and Automated Complaint Escalation System

Abstract

Thispaperpresentsacomprehensiveand intelligent Smart city Grievance Management System aimed at transforming the traditional complainthandling process into an automated, efficient, and transparent workflow. The system integrates advanced technologies such as Natural language processing (NLP), Machine Learning -based classification, Cosine similarity-based duplicate detection, and service level Agreement (SLA) driven escalation mechanism. Citizens can register complaints related to civic issues including road damage, drainage blockage, water leakage, streetlight failures, and sanitation concerns. The proposed system automatically categorizes complaints, assign priorities, detects duplicates, and forwardthem to appropriate departments. Experiment evaluation demonstrates improved efficiency, reduced redundancy, and enhanced citizen satisfaction.

Introduction

The COMPLAINEX system is an AI-driven complaint management platform designed to improve public service handling such as water, electricity, and infrastructure issues. Traditional complaint systems are often manual or semi-automated, leading to delays, poor communication, lack of prioritization, and duplicate complaints, which reduce efficiency and user satisfaction.

COMPLAINEX addresses these limitations using Natural Language Processing (NLP), machine learning, and automation. It automatically classifies complaints, detects duplicates using TF-IDF and cosine similarity, assigns priority levels, and routes complaints to the appropriate departments. The system also includes SLA-based monitoring to ensure timely resolution, with automatic escalation if deadlines are missed. Predictive analytics further help administrators identify patterns and improve decision-making.

The system follows a structured architecture with a presentation layer (user interface), application layer (Python Flask handling AI and logic), and data layer (MongoDB for storage). Key modules include authentication, complaint management, AI analysis, notifications, and SLA monitoring.

Conclusion

COMPLAINEX presents an efficient andintelligent approach to complaint management by integrating AI and automation. The system improves the overall process by automating classification, detecting duplicates and ensuring timely resolution through SLA mechanisms. It enhances transparency and accountability while reducing manual effort. This makes it a suitable solution for modern governance systems and smart city applications.

References

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Copyright

Copyright © 2026 Vinu Prasaath S, Thanveerul Irfan V, Abdur Rahim A, Jancy Rani S. This is an open access article distributed under the Creative Commons Attribution License, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.