Inspiration
We were inspired by the difficulties citizens face when submitting public grievances and getting them to the correct department. Manual complaint handling can be slow, and complaints may sometimes be incorrectly categorized or assigned. We wanted to build a smarter system that can automatically understand complaints and route them to the appropriate department.
What it does
Our AI Grievance Portal allows citizens to submit complaints and upload images as supporting evidence. The system uses AI-based semantic analysis to understand the complaint, identify its category and priority, and automatically assign the ticket to the relevant department. Image processing and OCR are also used to extract useful information from uploaded images.
How we built it
We built the frontend using React.js and developed REST APIs using Node.js and Express.js. MySQL is used to store citizen, complaint, department, officer, and ticket information. Python-based AI services are used for semantic analysis, NLP, OCR, and image processing. The frontend, backend, database, and AI services are integrated to create a complete grievance management workflow.
Challenges we ran into
One of our biggest challenges was making the system understand the actual meaning of a complaint rather than depending only on keywords. We also faced challenges in integrating AI services with the backend, processing uploaded images, connecting the database, and ensuring that tickets were assigned to the correct department.
Accomplishments that we're proud of
We are proud of building an end-to-end grievance management platform that combines AI, semantic ticket assignment, image processing, OCR, and web technologies. The system can reduce manual effort by automatically analyzing complaints and routing them to the appropriate department.
What we learned
Through this project, we learned how to integrate frontend and backend technologies with AI services and databases. We gained practical experience in React.js, Node.js, Express.js, MySQL, REST APIs, NLP, OCR, image processing, and AI-based classification. We also learned how to handle real-world integration and deployment challenges.
What's next for AI Grievance Portal with Smart Ticket Assignment
In the future, we plan to improve the AI model for better complaint classification and priority prediction. We also plan to add multilingual complaint support, voice-based complaint submission, real-time complaint tracking, analytics dashboards, notification systems, and improved image analysis. Our goal is to make the platform more accessible, accurate, and useful for citizens and government departments.
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