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International Journal for Research Trends and Innovation
International Peer Reviewed & Refereed Journals, Open Access Journal
ISSN Approved Journal No: 2456-3315 | Impact factor: 8.14 | ESTD Year: 2016
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Issue: April 2026
Volume 11 | Issue 4
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Impact Factor : 8.14
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| Paper Title: | Smart Complaint Prioritization System using NLP and Machine Learning for E-Governance |
| Authors Name: | Arekatla Varshasri , SRINIVASA RAO PALLAPU , A.Akhila , Ch.Viritha |
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IJRTI_211179
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| Published Paper Id: | IJRTI2604091 |
| Published In: | Volume 11 Issue 4, April-2026 |
| DOI: | |
| Abstract: | In the current digital age, government bodies and public institutions are flooded with a significant number of complaints from citizens via online platforms. These complaints can vary from small civic matters to severe emergencies like accidents, fire safety, or public security risks. However, most of the current complaint handling systems process complaints on a first-come, first-served basis without considering their urgency or significance. This has resulted in a delay in the processing of critical complaints while less important ones are dealt with first.The Smart Complaint Prioritization System aims to overcome this problem by automatically evaluating the complaint content and allocating priority levels based on their severity. The system employs Natural Language Processing (NLP) and Machine Learning algorithms to scan keywords, categories, and semantic information in the complaint description. According to this evaluation, complaints are categorized as High, Medium, or Low priority, giving utmost importance to critical complaints. The proposed system automatically prioritizes complaints, thus decreasing the manual effort required, increasing response time, increasing transparency, and facilitating informed decision-making on e-governance platforms. In summary, the proposed solution offers a systematic and intelligent way of efficiently and effectively handling a significant number of public complaints. |
| Keywords: | E-Governance, Complaint Management System, Complaint Prioritization, Natural Language Processing (NLP), Machine Learning, Text Classification, Decision Support System, Public Grievance Redressal, Automated Priority Assignment, Digital Governance |
| Cite Article: | "Smart Complaint Prioritization System using NLP and Machine Learning for E-Governance ", International Journal for Research Trends and Innovation (www.ijrti.org), ISSN:2456-3315, Vol.11, Issue 4, page no.a642-a647, April-2026, Available :http://www.ijrti.org/papers/IJRTI2604091.pdf |
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2456-3315 | IMPACT FACTOR: 8.14 Calculated By Google Scholar| ESTD YEAR: 2016 An International Scholarly Open Access Journal, Peer-Reviewed, Refereed Journal Impact Factor 8.14 Calculate by Google Scholar and Semantic Scholar | AI-Powered Research Tool, Multidisciplinary, Monthly, Multilanguage Journal Indexing in All Major Database & Metadata, Citation Generator |
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Published Paper ID: IJRTI2604091
Registration ID:211179
Published In: Volume 11 Issue 4, April-2026
DOI (Digital Object Identifier):
Page No: a642-a647 Country: GUNTUR, Andhra Pradesh, India Research Area: Computer Science & Technology Publisher : IJ Publication Published Paper URL : https://www.ijrti.org/viewpaperforall?paper=IJRTI2604091 Published Paper PDF: https://www.ijrti.org/papers/IJRTI2604091 |
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ISSN: 2456-3315
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Journal Starting Year (ESTD) : 2016
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