In today’s digital era, organizations and public service platforms receive a high volume of grievances, making efficient complaint resolution a critical necessity. Traditional grievance redressal systems often struggle with delays, inefficiencies, and lack of accessibility. Therefore, the paper proposes Samadhan AI, a Large Language Model (LLM)-driven chatbot that can revolutionize the process by offering automation, accuracy, and real-time assistance. Samadhan AI uses artificial intelligence to power a transformative platform which streamlines public complaints reporting and tracking processes. Samadhan AI delivers an efficient citizen’s experience in reporting and tracking complaints through its easy-to-use WhatsApp system combined with powerful backend processing supported by multiple pre-trained language models and function access features. Cognitive capabilities of this system extend across all departments while being built for scalability across multiple public service domains. Through Samadhan AI the grievance redressal system becomes more accessible and transparent while increasing its responsiveness to citizens for better public service interaction. Any capable LLM model could be integrated to the system due to its modular design which creates a flexible digital governance platform. This research presents an evaluation of Samadhan AI’s design framework together with its operational functionality and positive institutional impacts that boost public service operations.