Smart Civic AI: Intelligent Complaint Management System

Abstract: Urban civic complaint systems continue to face inefficiencies such as delayed responses, lack of transparency, manual routing errors, and poor citizen engagement. This paper presents a survey of existing complaint management systems and proposes Smart Civic AI: Intelligent Complaint Management System, an advanced smart governance platform that integrates Artificial Intelligence, image recognition, voice-based complaint registration (IVR), real-time GPS navigation, heatmap visualization, and priority-based complaint management with role-based dashboards. Citizens can report issues such as potholes, sewage overflow, garbage accumulation, water leakage, and streetlight failures by capturing live images or through voice input. AI automatically classifies the issue, generates complaint descriptions, detects duplicate complaints, and assigns priority levels based on severity and location. Complaints are routed to the relevant authority dashboard, while workers receive navigation support using OpenStreetMap API and update work progress in real time. The system also generates complaint heatmaps to identify high-density problem areas for better resource allocation and smart city planning. Real-time status updates are reflected across citizen and authority dashboards, improving transparency and accountability. The proposed system addresses major limitations identified in existing research works, including lack of AI-driven classification, absence of voice-enabled complaint registration, no worker navigation support, limited analytics, and lack of intelligent escalation mechanisms, thereby enhancing the efficiency and effectiveness of smart city governance.

Keywords: Complaint Management System, AI Image Recognition, IVR, Smart City, GPS Navigation, OpenStreetMap, Heatmap Analysis, Priority-Based Complaints, Role-Based Dashboard, Civic Engagement.