AI in Grievance Management

This book presents an innovative approach to improving grievance management for Indian Railways through the application of Artificial Intelligence (AI), specifically focusing on Natural Language Processing (NLP), Information Retrieval (IR), and Machine Learning (ML). Recognizing the challenges of processing vast amounts of social media content, particularly on Twitter, this research develops an automated system to identify and prioritize passenger complaints efficiently. The system classifies tweets into grievances and non-grievances, assigns priority levels, and facilitates prompt issue resolution. By implementing this AI-powered solution, Indian Railways can enhance its responsiveness to passenger concerns, streamline complaint handling, and ultimately improve the overall travel experience for millions of citizens.

Autorentext

Dr. Khushboo Shah is an accomplished academic specializing in Computer Science, particularly in Machine Learning and Natural Language Processing (NLP). She holds a PhD in Computer Science focusing on ML and NLP. She has over 15 years of teaching experience as an Assistant Professor at a prestigious college in Ahmedabad, Gujarat, India.