Proceedings of the Global Conference on Sustainable Energy Systems, Smart Electronics and Intelligent Computing (GCSESEIC 2025)

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CivicSense: AI-Based Citizen Complaint Analyzer

Authors
P. Aakash1, *, T. Chandru1, Kiruba Wesley1
1Department of Artificial Intelligence, St. Joseph’s College of Engineering, Chennai, India
*Corresponding author. Email: aakashofficial686@gmail.com
Corresponding Author
P. Aakash
Available Online 24 April 2026.
DOI
10.2991/978-94-6239-654-8_43How to use a DOI?
Keywords
Smart Cities; Generative AI; NLP; Complaint Management; E-Governance; Citizen Services
Abstract

The issues of infrastructure and other public services like roads, electricity, water supply, and waste management are some of the common causes of complaints by citizens that are experienced by municipalities all over the world. Paperbased systems of complaint handling can cause delays, record duplicate, poor categorization and prioritization. This paper will solve these problems by proposing CivicSense, an AIbased platform that applies Generative AI and sophisticated Natural Language Processing (NLP) to identify, rank, and summarize massive amounts of citizen complaints automatically. The system transforms unstructured textual information into structured actionable insights that can help authorities make a decision. An example of this is that of CivicSense, which can automatically produce weekly analytical reports like; Ward 5 has 42 road-related complaints this week - High Priority. This automated intelligence allows redressing of grievances promptly, provides better transparency and facilitates datadriven urban governance. Finally, CivicSense is expected to enhance the effectiveness of the municipalities through providing prompt responses and enhanced allocation of resources, depending on the trend of complaints in real-time.

Copyright
© 2026 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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Volume Title
Proceedings of the Global Conference on Sustainable Energy Systems, Smart Electronics and Intelligent Computing (GCSESEIC 2025)
Series
Advances in Engineering Research
Publication Date
24 April 2026
ISBN
978-94-6239-654-8
ISSN
2352-5401
DOI
10.2991/978-94-6239-654-8_43How to use a DOI?
Copyright
© 2026 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Cite this article

risenwbib
TY  - CONF
AU  - P. Aakash
AU  - T. Chandru
AU  - Kiruba Wesley
PY  - 2026
DA  - 2026/04/24
TI  - CivicSense: AI-Based Citizen Complaint Analyzer
BT  - Proceedings of the Global Conference on Sustainable Energy Systems, Smart Electronics and Intelligent Computing (GCSESEIC 2025)
PB  - Atlantis Press
SP  - 534
EP  - 546
SN  - 2352-5401
UR  - https://doi.org/10.2991/978-94-6239-654-8_43
DO  - 10.2991/978-94-6239-654-8_43
ID  - Aakash2026
ER  -