An AI-Powered Web Based Railway Complaint Management System

Abstract

The AI-Powered Web-Based Railway Complaint Management System is designed to simplify the complaint process for railway passengers by providing a digital platform to register and track complaints easily. The system supports multiple input methods, including text, voice messages, and image uploads, making it more user-friendly and accessible. Voice-based input helps elderly and visually challenged users, while image uploading allows passengers to provide proof of their complaints. Users can enter important details such as train number, complaint type, and PNR number for accurate processing. Each complaint is assigned a unique complaint ID, enabling users to track its status efficiently. The system uses Natural Language Processing (NLP) to analyze and understand the complaint content. It automatically classifies complaints into different categories based on their type. A priority-based model is used to identify urgent complaints and handle them quickly. This ensures faster and more efficient complaint resolution. Railway authorities can access all complaints through a centralized dashboard. Admins can update the complaint status as Pending, In Progress, or Resolved. The system improves transparency and enhances communication between passengers and authorities. It reduces manual effort and increases efficiency in complaint management. Overall, the project integrates AI and modern web technologies to improve railway service quality and passenger satisfaction.