International Journal on Science and Technology

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Complaint Management System With AI Ticket Routing

Author(s) VIGNESH D, LAVANYA A, SIVA PRAKASH S, UDHAYAKUMAR S
Country India
Abstract Traditional complaint management systems in colleges and universities often lack transparency, structured routing, and clear escalation mechanisms, resulting in delayed resolution and reduced student satisfaction. ACE Complaint Management addresses these challenges through an AI-driven, web-based complaint management system designed to streamline grievance submission, routing, and resolution within a hierarchical institutional environment. The system integrates artificial intelligence at multiple stages of the workflow, where a classification module automatically categorizes complaints into departments such as Academic, Hostel, Infrastructure, Administration, Library, and Sports while assigning priority levels (low, medium, high, urgent). Sentiment analysis evaluates the emotional tone of submissions and flags critical or highly negative cases for immediate attention, and duplicate detection identifies similar complaints to enable batch handling and minimize redundancy. An AI chatbot assists users in complaint submission, tracking, and process-related queries. ACE Complaint Management implements a three-tier handling hierarchy in which Tutors perform initial triage and resolve simple issues, Heads of Department manage escalated or complex cases, and Principals decide on unresolved matters, with each level capable of resolving, forwarding, or requesting additional information. Students can monitor complaint status and access a timeline of actions and updates, while the system supports multiple user roles including Students, Tutors, Heads of Department, Principals, Department Administrators, and Super Administrators through role-specific dashboards and permissions. The application is developed using React, TypeScript, and Vite for the frontend, Supabase for backend services and authentication, and Edge Functions for AI processing, with the interface built using Tailwind CSS and shadcn/ui components supporting dark/light themes and multilingual accessibility.
Keywords AI-Driven Complaint Management, Web-Based Grievance System, Complaint Classification, Sentiment Analysis, Duplicate Detection, AI Chatbot Assistance, Hierarchical Escalation Workflow, Role,Based Dashboards, Student Complaint Tracking, Institutional Transparency, React TypeScript Development, Supabase Backend Integration, Smart Campus Governance.
Field Engineering
Published In Volume 17, Issue 2, April-June 2026
Published On 2026-04-09
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