What It Is SevaFlow is a

What It Is

SevaFlow is a civic complaint management system that lets Indian citizens file government complaints through Telegram without downloading any app or creating an account. The complaint gets automatically understood, routed, and tracked using AI.

How It Works End to End

A citizen sends a plain text message to the Telegram bot describing their problem. That message gets sent to Google Gemini with a carefully designed prompt at temperature 0.1, meaning the AI outputs consistent, deterministic JSON every time. Gemini extracts the issue type, location, responsible department, priority level, and generates a summary, all returning a confidence score between 0 and 1.

The routing engine then takes over. It applies priority override rules first, so words like "fire" or "emergency" always trigger urgent regardless of what the AI said. It maps the AI suggestion to a configured department, assigns an SLA deadline based on department and priority, and stores everything in SQLite. The citizen immediately receives a Telegram confirmation with their reference ID like SF1234, department name, priority, and expected response time. The Admin Side

Government officials log into a dashboard at the FastAPI server. They can filter and sort complaints, view the full status history of each one showing who changed what and when, update the status with notes like "team dispatched", and trigger a Telegram notification back to the citizen automatically.

What Makes It Technically Interesting

The AI pipeline has a two layer fallback. If Gemini fails, keyword matching kicks in to identify the department. If that also fails, it routes to General Services with medium priority and confidence marked as 0.0 so admins know it needs manual review. Nothing gets lost.

The department configuration is fully data driven. Adding a new government department requires zero code changes, just a new entry in config.py with keywords, SLA hours, and contact email. The system picks it up on restart.

The database tracks two separate tables: complaints with all AI output stored alongside the raw text, and status history with a complete changelog including timestamps and the identity of who made each change.

Why It Won

Most hackathon civic tech projects build a web form. SevaFlow used Telegram as the interface because that is where citizens already are, made the AI classification reliable enough to actually route correctly, and built the full government side too, not just the submission side. End to end in one system, deployable on a single lightweight server.