On April 22, 2026, the National Informatics Centre (NIC), Assam launched an Agentic AI-driven Grievance Management Framework for Sewa Setu, Assam’s flagship citizen service platform. The framework was inaugurated by Shri Pranjal Bezbaruah, DDG & SIO, Assam, followed by a live demonstration by Shri Rahul Deka, Scientist-D.
The solution has been deployed to streamline and automate grievance handling on Sewa Setu (sewasetu.assam.gov.in), which processes more than 10,000 citizen service applications daily, along with a large volume of grievances received through multiple channels.
Traditionally, grievance management required extensive manual effort, with each complaint being reviewed, categorized and routed individually. The newly implemented AI-powered framework transforms this process through end-to-end automation. Built on a custom-trained grievance classification model and orchestrated using n8n, the system intelligently classifies and routes grievances to the appropriate stakeholders, automatically resolves routine issues such as payment reconciliation, and generates support tickets for technical intervention whenever required.
The framework has significantly reduced manual workload, improved response times and enhanced the overall efficiency of grievance redressal under the Sewa Setu project.
Encouraged by its success, NIC Assam plans to extend the Agentic AI-driven grievance management framework to other major e-Governance initiatives in the State, enabling intelligent automation and improved citizen service delivery across government platforms.
