GOVERNMENT · INDORE
Municipal Grievance Line
A voice agent that takes citizen complaints in Hindi and routes them to the right ward.
WIDE SHOT — CITY STREET, SANITATION CREW AT WORK
24/7
Complaint intake without staffing
3 min
Average call, from a 20-minute counter visit
9 wards
Auto-routed by location
PROBLEM
Complaints arrived by counter visit, WhatsApp and paper slip. Nothing was categorised at intake, so escalation depended on whoever happened to read it.
APPROACH
A Hindi voice agent takes the complaint, asks the two or three questions needed to classify it, and files it against the correct ward and department with a reference number read back to the citizen.
OUTCOME
Intake runs around the clock and the department heads open a morning list that is already sorted by category and age.
CALL TRANSCRIPT + CLASSIFICATION
WARD ROUTING MAP
ESCALATION QUEUE
NEXT PROJECT