Solution blueprintPublic sector & governance

Grievance classification, prioritisation and routing

Machine learning that reads incoming citizen grievances, assigns category and urgency, and routes each one to the right office, with dashboards for senior officers.

Solution blueprint. This describes how BigAI delivers this type of project, using our products and methods. It is not a specific client engagement.

The challenge

Grievances arrive as free text in several languages and are routed by hand. Urgent issues wait in the same queue as routine ones.

Our approach

  1. Build a labelled set from past grievances and their final departments.
  2. Train classifiers for category, department and urgency.
  3. Route automatically with confidence thresholds and human review for unclear cases.
  4. Give officers dashboards on backlog, response time and recurring issues.

The solution

  • Classification and routing service
  • Officer review queue
  • Backlog and trend dashboards

What we measure

  • Routing accuracy
  • Time to first action
  • Backlog by department
  • Repeat complaints on the same issue

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