Success Story

    Democratiq: AI Platform for Citizen Grievance Management

    Enabling a leading political party in India to transform public engagement through intelligent automation and sentiment-aware escalation

    Objective

    Enable a leading political party in India to address public enquiries, complaints, feedback, and suggestions received via calls and WhatsApp, while ensuring timely ticket creation, routing, and sentiment-aware escalation.

    Solution

    Unified AI-driven engagement platform ("Democratiq") integrating voice, WhatsApp, and web channels.

    Incoming queries are automatically analyzed for sentiment (positive, neutral, negative) using NLP-based emotion classification.

    System creates grievance tickets and assigns them to the relevant departments (e.g., infrastructure, education, healthcare).

    Escalation logic ensures emotionally charged or high-priority complaints are instantly forwarded to human staff or party executives.

    Dashboard for leadership with real-time task view, priority alerts, and citizen engagement analytics.

    Representative Screens

    Note: Dashboard screens were created and owned by the client.

    Executive Command Center

    Shows scheduled tasks such as "Call Hospital Administrator about power issue," "Review daily grievance summary," and "Approve social media response strategy," reflecting how AI-driven routing helps prioritize sensitive issues.

    Executive Command Center Dashboard showing priority tasks and schedule

    Campaign Analytics Dashboard

    Displays live campaign metrics and sentiment analytics showing overall response rate, positive sentiment, and active campaigns.

    Campaign Analytics Dashboard with key metrics and performance indicators

    Campaign Performance Trends

    Displays the periodic trend observed across multiple KPIs like Sentiment, Engagement and Response Rate.

    Campaign Performance Trends showing KPI trends over time

    Outcomes & Impact

    72%

    Overall response rate from public interactions

    65%

    Positive sentiment from public interactions

    Automated ticket creation and routing across multiple departments — drastically reducing manual workload.

    Sentiment-based escalation improved response to high-tension or negative issues, strengthening public trust.

    Centralized visibility for decision-makers via the "Executive Command Center" dashboard.

    Real-time data-driven insights guiding outreach campaigns, grievance handling, and communication strategies.

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