On 22 April 2026, an Agentic AI–driven grievance management framework was launched at the National Informatics Centre, Assam by Shri Pranjal Bezbaruah, DDG & SIO, Assam. The launch was followed by a hands-on demonstration of the framework by Shri Rahul Deka, Scientist-D.

The solution has been deployed for efficient and automated management of grievances on Sewa Setu (sewasetu.assam.gov.in) — Assam's flagship citizen service platform which processes over 10,000 applications daily, in addition to a significant volume of grievances received across multiple channels.

Traditionally, grievance management on the platform involved substantial manual effort as each complaint was required to be individually reviewed categorised and routed. The newly implemented AI-driven solution addresses this comprehensively. Powered by a natively trained grievance classification model and orchestrated using n8n, it enables full end-to-end automation of the grievance lifecycle. This includes intelligent grievance classification and routing to the appropriate stakeholder, automated resolution of routine issues such as payment reconciliation, and seamless creation and tracking of support tickets for developer intervention through to closure.

This approach has significantly reduced manual effort, accelerated grievance resolution timelines and improved overall efficiency in the Sewa Setu project. 

Building on this success, NIC Assam plans to extend the Agentic AI grievance management framework to other major government projects in the state, bringing the benefits of intelligent automation to a broader range of citizen services across Assam.