In May 2020 only, Istanbul Metropolitan Municipality received almost a million complaints from the residents of Istanbul. By making a subject-based classification of written complaints addressed to the municipality, we aim to facilitate the communication of these complaints to the relevant Municipality Owned Enterprises (MOEs) in a shorter time. Hence, while the residents’ complaints will be addressed more quickly, the workers at the complaint desk will see the burden of their work reduced. Using online written complaints as our data source, we capitalize on NLP and ML algorithms for complaint processing and learning procedure. At the end, we obtain a tool that can predict the subject of any text and directs it to the right people.
Research Project Webpage:
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Meliha Gizem Çelik
Yıldız Technical University, MSc in Computer Engineering, 1st year
Tilburg University, MSc in Data Science and Society, 1st year
Marmara University, BSc in Mechatronics Engineering, 4th year
Yeditepe University, MSc in Data Science, 2nd year
Rana B. Kalkan
Sabancı University, BSc in Economics & Computer Engineering, 4th year
Kırklareli University, BSc in Software Engineering, 3rd year