Helpline Call Analysis
The 1363 tourist helpline is the department's largest listening post. Every call is transcribed, tagged for intent and sentiment, and rolled into the complaint themes that decide which corrective works get funded.
Calls handled
4,128
7 days
Avg handle
3.8 min
First-call fix
71%
CSAT
4.1 / 5
Escalations
96
open with districts
Languages
9
IVR supported
Call volume · complaints in orange
Why people call
- Information34%
- Booking help21%
- Overcharging17%
- Complaint13%
- Safety9%
- Accessibility6%
Complaint themes → corrective works
Auto and taxi overcharging at Kochi airport
Proposed fix: Publish prepaid fare board and issue 20 QR-metered permits
214
+38% wk
Houseboat bookings taken by unlicensed agents
Proposed fix: Push verified-operator lookup into the WhatsApp bot and the helpline IVR
163
+22% wk
Alappuzha jetty crowding on weekends
Proposed fix: Timed-entry slots and a shuttle to Kumarakom on Saturdays
147
+51% wk
No wheelchair access at hill viewpoints
Proposed fix: Ramp and rail retrofit at four Munnar viewpoints under the accessibility head
88
+12% wk
Monsoon advisory confusion in Idukki
Proposed fix: Daily 7 AM advisory broadcast on the WhatsApp channel
74
-9% wk