PUBLIC SECTOR

Citizen app and AI grievance redressal for a state government

Citizens file grievances by many channels and languages, and officials struggle to route and track them. Wexa deployed an AI grievance-redressal system and built a trilingual citizen app prototype for a state programme.

Download this case as PDF Book a demo

languages in the citizen app (English, Telugu, Hindi)
grievance-redressal system deployed

CLIENT: State government programme, India
REGION: India
WHEN: 2025
ENGAGEMENT: Production deployment
WEXA COMPONENTS: Multilingual citizen app · grievance-redressal agents

01Case 05

The challenge

Grievances arrive by many channels and languages
Manual categorization and routing to officers
No end-to-end visibility for citizens or senior officials

What Wexa built

AI categorization, validation and emergency prioritization
Rule-based routing to nodal and district officers with interdepartmental workflows
Citizen tracking and notifications; performance analytics
Trilingual mobile app prototype with walkthrough, handed to the programme team

02Case 05

How it runs on Wexa

FigureHow this use case runs on Wexa: client systems connected, ontology discovered, context graph in the Wexa memory layer, agents and process flows, and governance. Highlighted components are central to this use case.

03Case 05

Solution architecture

FigureCitizen-services architecture (redrawn from the project design).

04Case 05

Results

Measure	Before / without Wexa	With Wexa
Data-entry and routing operators	60 operators	20 operators
Annual cost of the process	$360K	$120K
Grievance routing time	3 days	same day
Time to implement the AI solution	6 months	8 weeks
AI build cost (one-time)	$480K	$59K
AI operating cost per year (models, infrastructure, upkeep, platform)	$312K	$166K
Total AI cost in year 1	$792K	$225K