Copyright © 2026 Authors retain the copyright of this article. This article is an open access article distributed under the Creative Commons Attribution License which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.

@article{169187,
        author = {Anurag Saha and Aadarsh Chaure and Aayush and Aditya Bodhe and Prof Trupti Bhagat},
        title = {Automated Complaint Classification and Routing Using NLP and Machine Learning},
        journal = {International Journal of Innovative Research in Technology},
        year = {2024},
        volume = {11},
        number = {6},
        pages = {756-759},
        issn = {2349-6002},
        url = {https://ijirt.org/article?manuscript=169187},
        abstract = {This paper presents a system for automating the classification and routing of public complaints using natural language processing (NLP) and machine learning techniques. The system preprocesses textual data, extracts relevant features, and employs machine learning classifiers to predict complaint categories, which are then routed to the appropriate departments for resolution. Evaluation of the system demonstrates its effectiveness in reducing manual workloads and improving service efficiency.},
        keywords = {TF-IDF, BERT, KNN, Logistic Regression},
        month = {November},
        }