Complaint Management AI
AI-powered complaint intelligence for city governments.
- auto-routing
- 30s
- auto-routing
- SLA breach prediction
- 24h
- SLA breach prediction
- departments mapped
- 8
- departments mapped
Where complaint management breaks down
Clerks triage every complaint by hand. Wrong ward, it bounces. Wrong department, it sits. Three days later the citizen calls their corporator.
One blocked drain becomes twenty-three tickets, twenty-three officers and twenty-three site visits. Your report says "23 complaints resolved". It was one problem.
SLA breaches surface in the monthly review — or when a citizen escalates to the newspaper. There is no early warning, only damage control.
Officer workload is invisible and uneven. Some officers drown while others sit idle.
The commissioner’s review is assembled by hand from 8 department reports, two days before the meeting.
Auto-Categorization & Intelligent Routing
A citizen sends a complaint in Marathi on WhatsApp. Within 30 seconds the AI reads it, classifies it, and routes it to the correct ward officer. It handles Marathi, Hindi, English and mixed language with no retraining, scores its own confidence, and flags uncertain cases for human review.
Duplicate Detection & Grouping
Forty-seven residents report the same broken drain. The AI compares every new complaint against active tickets, flags the cluster, and groups them under one master ticket — so one team fixes one problem. Officers approve each merge, so accountability stays intact and your volume metrics stay honest.
SLA Breach Prediction & Auto-Escalation
The AI predicts which complaints will breach SLA in the next 24 hours from category, ward workload and historical patterns, then escalates to the L2 supervisor before the breach — climbing to L3 and Commissioner if it stays open. Your dashboard shows "At Risk" in real time, not "Breached" in hindsight.
How It Works
- 1
A citizen sends a WhatsApp voice note in Marathi
The AI transcribes it, understands the problem, and files the complaint automatically.
- 2
An officer opens their dashboard in the morning
They see only their ward, their workload, their deadlines — nothing extra.
- 3
The commissioner opens the Monday review
City-wide heatmap, red alerts for breaches, trend lines by department.
- 4
The system updates overnight
All data stays on your server. No cloud dependency. Full audit trail.
- 5
A citizen asks "where is my complaint?"
Clear status in Marathi — not a portal code — pushed to the same WhatsApp number.
Complaint Management AI
- Routing
- Routed manually by clerks — 2-3 day lag, frequent misassignment
- Duplicates
- 23% of total volume — officers drowning in redundant tickets
- SLA breaches
- Discovered in the monthly review — reactive, after citizen escalation
- Officer workload
- Invisible and uneven — some drowning, some idle
- Commissioner review
- Assembled from 8 department reports, 2 days before the meeting
- Routing
- Auto-routed by AI in 30 seconds — correct ward, correct officer, first time
- Duplicates
- 12% auto-merged — one fix, one closure, accurate metrics
- SLA breaches
- Predicted 24 hours ahead — proactive escalation before the corporator calls
- Officer workload
- Round-robin assignment with load balancing — fair distribution, visible metrics
- Commissioner review
- Live dashboard — city-wide heatmap, at-a-glance status, exportable for state reporting
Implementation Timeline
3 Days
Deep Dive
- Two senior consultants on-site
- We map your complaint categories, ward structure, officer workflow and data readiness
- Written report: problem definition, data readiness, use cases ranked by ROI, 90-day plan — yours either way
3 Weeks
AI Blueprint
- We design and build a working prototype on your highest-priority use case
- Auto-categorization for one ward, or the SLA engine for one department
- Functional prototype + technical architecture, validated on your real data
3 Months
Scalable Build
- Full development, integration and deployment across all wards and channels
- Trained on your data, hardened for your operations
- Production system in operation, with knowledge transfer to your team
Perpetual License
Offered as a perpetual license — deploy on your infrastructure, own it for life. Engineered by Stark Digital (OEM), licensed through Diginexa Pro Hub.
What your license includes
Perpetual usage rights for one institution
On-premise deployment
Installation & configuration
Knowledge transfer & training
12-month update window
Documentation
Model training on your institution’s historical complaint data
Contracted separately
Annual maintenance contract (AMC) & support retainer
New-feature development
Third-party infrastructure and gateway charges
Deployment rights
Single-institution licence, unlimited internal users, deployed on-premise or on institution-controlled cloud.
Engineered by Stark Digital — OEM
Frequently asked questions
Yes. The AI reads complaints in Marathi, Hindi, English and mixed language — including WhatsApp voice notes — with no retraining needed. It classifies each complaint into your city’s exact categories with a confidence score, and flags uncertain ones for human review rather than guessing.
No. There is no rip-and-replace. We connect to national sanitation platforms and state citizen portals where APIs exist, and build secure sync layers where they do not. Your current software keeps running; we add intelligence on top.
Four things: ward boundary data (KML/KMZ, which your GIS team already has), an officer roster with ward and department assignments, three months of past complaints to train on your city’s categories, and one point person who knows the current workflow for three days.
Day 1: working intake on web and WhatsApp. Week 2: auto-routing live for your top five complaint categories. Week 6: full dashboard and SLA engine for all officers. Month 3: AI predictions and pattern detection city-wide.
On your server. On-premise is the default deployment — no cloud dependency, full audit trail. The system updates overnight and your data never leaves your infrastructure.
Integrations
Connects to national sanitation platforms and state citizen portals where APIs exist; secure sync layers where they don’t. No rip-and-replace.
Your current software keeps running. We add intelligence on top.
Ready to see it on your infrastructure?
A written quote for your scale — typically within 2 business days.
- On-prem by default
- No rip-and-replace
- Perpetual ownership
- OEM-backed