Citizen Complaint Management & SLA Escalation Automation

Main Use Cases:

1. Automatically capture citizen complaints via WhatsApp or API.
2. Use AI to classify complaints into categories and priority levels.
3. Route complaints to the correct government department.
4. Store complaint data securely in a PostgreSQL database.
5. Send real-time WhatsApp confirmation messages to citizens.
6. Monitor SLA (Service Level Agreement) and detect delays.
7. Automatically escalate unresolved complaints to senior officers.
8. Notify citizens when their complaint is escalated.

How It Works:

This workflow automates the entire citizen complaint lifecycle — from submission to resolution and escalation — using AI and real-time communication.

1. Webhook Trigger (Citizen Request)

• The workflow starts when a citizen sends a complaint via WhatsApp or API webhook.
• Extracts the complaint message from the incoming request.

2. AI Complaint Classification (OpenAI)

• Uses AI to analyze the complaint text.
• Classifies it into:
  • Category (water, electricity, garbage, road, etc.)
  • Priority (low, medium, high)

3. Department Routing (Switch Logic)

• Based on AI classification, the complaint is routed to:
  • Water Department
  • Electricity Department
  • Sanitation Department

4. Assign Complaint & Generate ID

• Assigns the complaint to a specific officer.
• Generates a unique complaint ID.
• Sets initial status as assigned.

5. Save Complaint to Database (PostgreSQL)

• Stores all complaint details:
  • Complaint ID
  • Category
  • Department
  • Priority
  • Description
  • Status

6. Send Confirmation via WhatsApp (Twilio)

• Sends a confirmation message to the citizen.
• Includes:
  • Complaint ID
  • Category
  • Assigned department

7. SLA Monitoring (Scheduler)

• Runs automatically at regular intervals.
• Fetches all pending complaints from the database.

8. SLA Breach Detection

• Checks if complaint resolution time exceeds defined limit.
• If delayed:
  • Marks complaint as escalated

9. Escalation Handling

• Reassigns complaint to a senior officer.
• Updates status to escalated.

10. Escalation Alert via WhatsApp

• Sends alert message to the citizen.
• Informs them that their complaint is being prioritized.

Improve Public Service Efficiency with AI Automation:

Automating complaint management helps governments respond faster, reduce manual workload, and improve transparency. With AI-driven classification, real-time notifications, and SLA-based escalation, this workflow ensures no complaint is ignored. explore more Smart Workflow Automations to enhance citizen satisfaction, accountability, and operational efficiency.