The problem
Complaints are filed in free text and wait in the wrong queue, with no one watching deadlines.
What to build
Create a system that classifies grievances, routes them to the right officer and escalates when service levels are about to be missed.
Success looks like
Routing accuracy above 90% on sample complaints and automatic escalation before deadlines in a simulated queue.
Suggested technologies
- Text classification
- Workflow engine
- SLA timers
- Multilingual NLP
- Dashboards
An original, independent statement. It is not an official Smart India Hackathon problem statement, and Arventiq Labs is not affiliated with or endorsed by that programme. The scenario is illustrative and does not describe any specific organisation. Free to use with credit.