A Cloud-Native Complaint Management Platform with Real-Time Business Intelligence and NLP-Driven Automated Triage Using Amazon QuickSight

Abstract: Organizations across the public and private sectors handle large volumes of grievances, yet many still rely on email threads, spreadsheets, and disconnected ticketing tools that scatter information and obscure operational insight. This fragmentation delays resolution, weakens accountability, and prevents managers from observing service quality as it unfolds. This paper presents a cloud-native complaint management platform that unifies grievance capture, intelligent routing, lifecycle tracking, and live business intelligence within a single elastic system. The back end is implemented in Python using the Flask micro-framework and exposes a stateless REST interface, while a responsive front end built with standard web technologies serves both complainants and administrative staff. A lightweight natural-language- processing component automatically classifies incoming complaints by category and severity, reducing manual triage effort and standardizing prioritization. Persistent data is stored in a managed relational database, attachments reside in object storage, and an analytics pipeline continuously feeds Amazon QuickSight to render interactive dashboards covering volume, category mix, agent workload, and turnaround time. Experimental evaluation under simulated concurrent load shows that the platform sustains an average response time of 430 ms at 800 concurrent users, while the classifier attains 91.6% accuracy and an F1-score of 89.8%. Compared with a conventional monolithic baseline, the proposed system reduces mean resolution time and improves throughput scalability. The principal contributions are an integrated cloud reference architecture, an automated triage workflow, and an embedded real-time analytics layer that converts raw grievance data into actionable managerial intelligence.

Keywords: Complaint management, cloud computing, real-time analytics, Amazon QuickSight, natural language processing, REST API, business intelligence, service automation.