Smart Complaint and Feedback System Using NLP

Abstract

Complaint and feedback systems are essential for improving service quality and organizational performance. However, traditional complaint handling methods often face challenges such as manual processing, delayed responses, improper categorization, and difficulty in analyzing large volumes of user feedback. With the advancement of Natural Language Processing (NLP) and artificial intelligence, automated solutions can effectively overcome these limitations. This paper proposes a Smart Complaint and Feedback System using NLP that enables users to submit complaints and feedback through an intelligent, automated platform. The system analyzes user input, performs sentiment analysis, categorizes issues, and assists authorities in faster decision-making and resolution. The proposed system improves efficiency, transparency, and user satisfaction while supporting data-driven service improvement.