AI Based Smart Civic Complaint Management System
DOI:
https://doi.org/10.15662/IJEETR.2026.0802433Keywords:
Artificial Intelligence, Machine Learning, Natural Language Processing, Smart City, Complaint Management System, Image Processing, Predictive AnalyticsAbstract
Rapid urbanization has significantly increased civic infrastructure challenges such as waste management inefficiencies, water leakages, road damages, and sanitation issues. Conventional civic complaint management systems rely heavily on manual processes, leading to delayed responses, inefficient classification, lack of transparency, and poor coordination between citizens and municipal authorities. To overcome these limitations, this paper proposes an AI-Based Smart Civic Complaint Management System that leverages Artificial Intelligence (AI), Machine Learning (ML), Natural Language Processing (NLP), and image processing techniques to automate and optimize the complaint handling process.The proposed system enables citizens to submit complaints through a digital platform using text descriptions, images, and location details. NLP techniques are employed to preprocess textual data, and Machine Learning algorithms such as TF-IDF with Logistic Regression are used for accurate complaint classification. A duplicate detection mechanism based on cosine similarity is incorporated to identify and eliminate redundant complaints. Predictive analytics techniques are also utilized to analyze historical data and forecast recurring civic issues, enabling proactive governance.The system enhances operational efficiency, reduces administrative workload, improves transparency through real-time tracking, and strengthens citizen engagement. It provides a scalable and intelligent solution for smart city applications, contributing to effective urban management and improved public service delivery.
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