Smart Citizen Complaint Platform using NLP & Clustering

The Smart Citizen Complaint Platform is an intelligent system designed to collect, classify, and manage citizens’ complaints efficiently. The platform allows users to submit complaints through a user-friendly interface, where the system automatically analyzes the text using Natural Language Processing (NLP). The system classifies complaints into categories (such as services, infrastructure, health, etc.) and determines their priority level (normal, urgent, or critical). It may also use clustering techniques to group similar complaints together, helping authorities identify common issues and trends. Additionally, the platform provides dashboards and visualizations to help decision-makers monitor complaints, track response times, and improve service quality. The main goal is to enhance communication between citizens and authorities while making the complaint-handling process faster, smarter, and more efficient.This work was conducted at Arab International University (AIU), Syria. The official website of the university is: https://www.aiu.edu.sy