An AI-driven smart grievance analysis and escalation system for educational institutions

¹ Assistant Professor, Computer Science Engineering Specialized in Artificial Intelligence and Machine Learning, KPR Institute of Engineering and Technology Coimbatore, India
² UG student Computer Science Engineering Specialized in Artificial Intelligence and Machine Learning, KPR Institute of Engineering and Technology Coimbatore, India

^* Corresponding author: This email address is being protected from spambots. You need JavaScript enabled to view it.

Published online: 29 April 2026

Abstract

Resolving complaints in educational institutions is most of the time a slow, cumbersome operation and hence, the students are disappointed many times. Old, style methods rely on pre, determined formats and manual routing which further extend the time for problem- solving, apart from giving very limited transparency. This study presents a SMART Grievance Analysis and Escalation System, which is an AI, based web platform through which the students can lodge their grievances by means of a conversational interface. It uses artificial intelligence to analyze the problems, understand the main idea of the text, detect the topic and level of urgency, and automatically decide the staff members to whom the complaints should be referred. The portal, created with React, Firebase, and Gemini AI API, features live changes, role, based dashboards, sentiment, aware prioritization, and feedback, driven resolution loop. The system introduced can make the grievance reparation process more efficient, open, and user, friendly.