An AI Interface to Streamline Consumer Complaint Management
The Hyderabad Metropolitan Water Supply & Sewerage Board (HMWS&SB) has introduced an Artificial Intelligence (AI) interface to improve the handling and resolution of consumer complaints. This initiative is part of their commitment to enhance service delivery through data-driven insights and automation.
By analysing last year’s complaint data received via their customer care number, the Board identified patterns based on complaint types, geographic areas, and frequently reported issues. They applied a similar analysis to water tanker bookings to better understand demand and service gaps.
Focus on Pragathi Nagar’s Water Supply Challenges
From September 1 last year, HMWS&SB recorded approximately 6.5 lakh complaints and over 12 lakh water tanker bookings citywide. Among these findings, an apartment complex in Pragathi Nagar stood out, having booked 674 water tankers in the past year alone.
Field visits by senior Board officials revealed that Pragathi Nagar faces significant drinking water supply issues. Its higher altitude and rocky terrain create obstacles for borewell drilling, limiting groundwater access. The area contains more than 100 apartment complexes, most with inadequate borewell capacity.
HMWS&SB’s managing director, K. Ashok Reddy, personally inspected the locality and engaged with residents to gather insights. In response, a proposal for a dedicated feeder line for Pragathi Nagar was approved, with an estimated investment of ₹3 crore. This project aims to improve water supply infrastructure and will commence shortly.
Additionally, Mr. Reddy directed officials to explore injection borewell projects within apartment complexes where feasible. This approach intends to reduce reliance on water tankers by enhancing groundwater extraction capabilities. The Board will offer technical support to residential complexes in setting up these injection borewells.
Why This Matters for Management Professionals
- Data-driven decision making: Leveraging AI to analyze complaint patterns helps identify priority areas and resource allocation needs.
- Operational efficiency: Automated complaint management can streamline responses and improve customer satisfaction.
- Infrastructure investment: Targeted infrastructure projects, like the Pragathi Nagar feeder, demonstrate how data insights translate into actionable solutions.
- Stakeholder engagement: Direct engagement with affected communities informs better project planning and implementation.
For managers interested in AI applications for service improvement and complaint management, exploring relevant AI training can provide practical skills to apply similar solutions in their own sectors. Resources such as Complete AI Training’s latest AI courses offer valuable insights into AI-powered customer service tools and data analytics.
Your membership also unlocks:
