• J.Shana
• T,Venkatachalam

A number of complaints arise from Indian railway passengers everyday. It is a tedious task to analyze these complaints manually on a day to day basis. The Indian Railways has a Twitter handle which collects the railway complaints. Analyzing sentiments offline is necessary but in situations during the travel there is a dire need to address the complaint immediately and take appropriate actions in case of safety and security related matters. The complaint data are unstructured and hence an intelligent system needs to analyze on the go. It is the need of the hour to process these complaints collected as streaming tweets and analyzed immediately. The analysis must classify the category or priority of the tweets based on the level of severity. The aim of this work is to design and develop a web application that would analyze the railway complaints coming in as live tweets and apply sentiment analysis techniques to classify the tweets or complaints. It is classified into High, Medium and Low priority to address the complaints based on the severity of the complaints. Since the complaints are analyzed on the go, high priority or critical ones can be addressed immediately and passengers will feel safe and happy.

In stream data analysis, Twitter, Sentiment Analysis, Unstructured data, Text classification.

"Enhancing Customer Experience: Leveraging Real-Time Sentiment Analysis of Tweets for Efficient Complaint Resolution in the Indian Railways ", International Journal of Emerging Technologies and Innovative Research (www.jetir.org), ISSN:2349-5162, Vol.5, Issue 5, page no.38-44, May 2018, Available :http://www.jetir.org/papers/JETIR1805A09.pdf

"Enhancing Customer Experience: Leveraging Real-Time Sentiment Analysis of Tweets for Efficient Complaint Resolution in the Indian Railways ", International Journal of Emerging Technologies and Innovative Research (www.jetir.org | UGC and issn Approved), ISSN:2349-5162, Vol.5, Issue 5, page no. pp38-44, May 2018, Available at : http://www.jetir.org/papers/JETIR1805A09.pdf