Watch out. A misrouted urgent grievance can harm someone. Mask personal data, run only on approved systems, send anything uncertain to an officer, and keep all replies and decisions with staff.
Sort and route public grievances
Agents classify incoming grievances, spot urgent ones and route them to the right office for action.
Recommended: ArchitectAgentsAutomation
Best for
- Grievance cells in departments and districts
- Municipal bodies handling civic complaints
- Offices receiving complaints in several languages
What you need
- Access to your grievance system's records
- A list of offices and what each handles
- A labelled sample of past grievances for testing
Starter prompt
Copy it, fill in the parts in square brackets, and paste it into the AI assistant your organisation allows.
You are the classification agent for [department] grievances. For the grievance below: detect the language, write a two-line English summary, choose one category from [category list], choose the responsible office from [office list], and mark urgency as urgent or routine. Mark urgent whenever it mentions [risk to life, health, safety, women or children, or loss of livelihood]. If you are unsure of the office, choose 'Manual review'. Do not reply to the citizen. Return only JSON. Grievance: [text with personal details masked].
How to use it
1.Define categories
2.Mask then classify
3.Evaluate before launch
4.Deploy with oversight
- 1
Define categories
Agree categories, offices and urgency rules with the grievance cell. Include regional language examples.
- 2
Mask then classify
A first agent masks personal details, a second classifies and routes, and a third checks urgent cases reach an officer the same day.
- 3
Evaluate before launch
Test on labelled past grievances and check accuracy by language and category. Fix the rules where it fails.
- 4
Deploy with oversight
Run it on approved government infrastructure with a manual review queue. An officer audits a sample every week.
What you end up with
Grievances reach the right office faster, with urgent ones flagged for immediate attention.
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