2021/11/17 by Mukesh Rawat, Rawat, Mukesh, Neha Kaushik +1
Computer Science · #FOS: Computer and information sciences #Information Retrieval (cs.IR) #Information and Cyber Security #Network Security and Intrusion Detection #Sentiment Analysis and Opinion Mining #cs.IR
paper · pdf · doi:10.48550/arxiv.2111.08999
arxiv created 2021/11/17 · openalex publication_date 2021/11/17 · arxiv updated 2021/11/18 · openalex created_date 2025/10/10 · openalex updated_date 2026/07/28
The current grievance redressal system has a dedicated 24X7 Twitter Cell, wherein the human experts take actions and respond to the tweets of customers addressed to Ministry of Railways. It is done quite promptly by the human experts. It is understood that the software plugin to process the tweets addressed towards Ministry of Railways can not match the human expertise. Still, efforts can be done to build a software plugin which can ease the human effort. This project aims at building a software plug-in to minimize the human effort involved in analysis of tweets addressed to Indian Railways and aid in existing complaints redressal system by identifying the complaints from the tweets. It is understood that it is not possible to match human promptness in terms of handling the tweets, still we can try to reduce the human efforts by working on the following objectives: 1.