  In recent years, digital platform companies have faced increasing challenges
in managing customer complaints, driven by widespread consumer adoption. This
paper introduces an end-to-end pipeline, named RE-GrievanceAssist, designed
specifically for real estate customer complaint management. The pipeline
consists of three key components: i) response/no-response ML model using TF-IDF
vectorization and XGBoost classifier ; ii) user type classifier using fasttext
classifier; iii) issue/sub-issue classifier using TF-IDF vectorization and
XGBoost classifier. Finally, it has been deployed as a batch job in Databricks,
resulting in a remarkable 40% reduction in overall manual effort with monthly
cost reduction of Rs 1,50,000 since August 2023.
