HCI Module Design for Complaint System

The system would basically be a "Complaint System", a smaller version of the system that we wish to implement for JSS.

The students living in a hostel would be able to report their complaints under the following categories:

1. Mess

2. Maintenance

3. Computer Room

4. Music

5. Library

6. Cultural 

7. BSW (Board for Student Welfare)

8. BSP(Board for Student Publication)

9. Invalid

The system would essentially comprise of the user calling in and the result would be a mail sent to the desired person along with a copy of the audio file (If it does not exceed the file upload limit). 

Regarding the design part, the user, at the start of the call, would be asked to speak his complaint after a beep (There was a problem in this in IIIT-D wherein we were not able to record sufficiently long messages which was later rectified). After the message has been recorded in the database, the NLU team would provide with the different probabilities for the different categories. 

After this data has been provided to us, we would look at the top 2 (or 3) categories and would essentially try to frame a "Distinguishing Question" which would help us to distinguish between the different categories. 

For example: if the NLU part gives high probabilities to Library and Computer Science, then essentially we would be asking a question like "Do you want to complain about the book storage" or "Are you talking about the problem in Computers" so as to distinguish between the responses. 

Essentially our aim would be to identify the best match within a limit of 3 questions and then to mail the entire conversation to the required person which would then be processed accordingly. The working of our algorithm would essentially depend on the success rate through which we are able to correctly send the email.