  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.
