Enhancing Rail Madad AI-Powered Complaint Management System

Abstract: Rail Madad serves as the unified digital grievance redressal mechanism of Indian Railways, facilitating complaint registration across train and station operations, ticket tracking, emergency assistance, and citizen feedback. While the platform effectively consolidates multi-channel intake into a centralized monitoring portal, first-level triage remains constrained by the ambiguities of free-form descriptions, code-mixed vernacular expressions (Hinglish), contradictory metadata, and manual department assignment. This research presents an artificial intelligence-enhanced complaint management framework for Rail Madad that integrates multilingual natural language processing, automated entity extraction, urgency and sentiment assessment, image-evidence verification, confidence-aware routing, and human-in-the-loop decision controls. The architecture adopts an incremental lifecycle model, maintaining the existing institutional complaint lifecycle while introducing AI assistance across intake, triage, prioritization, departmental routing, and continuous feedback learning. Empirical baseline analysis of official Railway Board operational performance demonstrates substantial workload escalation, rising from 1,61,575 complaints in July 2022 to 2,35,394 in

(50%), security (20%), and punctuality (15%) constitute the dominant complaint categories. The proposed framework implements a confidence-calibrated routing engine governed by institutional rules and statutory compliance with the Digital Personal Data Protection (DPDP) Act 2023. By routing low-confidence or high-impact grievances to human officers while automating routine high-confidence triage, the proposed architecture establishes a transparent, auditable, and resilient path for modernizing railway grievance redressal without compromising human accountability.

Keywords: Rail Madad, Artificial Intelligence, Complaint Management, Natural Language Processing, Complaint Classification, Sentiment Analysis, Intelligent Routing, Human-in-the-Loop, Indian Railways, Grievance Redressal.