Telecommunications operators (telcos) traditional sources of income, voice and SMS, are shrinking due to customers using over-the-top (OTT) applications such as WhatsApp or Viber. In this challenging environment it is critical for telcos to maintain or grow their market share, by providing users with as good an experie…
On-device research index
arXiv research
A locally-built, LLM-digested index of recent arXiv papers in quant finance, geometry/topology, and statistical ML — keyword search served straight from SQLite on this machine.
169,051 papers · 148 categories
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48 results for “customer care”
The study compares shallow and deep learning methods for text classification.
problem High-dimensional, sparse data from customer calls.
method Comparative evaluation of shallow, deep, and ensemble methods.
result Ensemble methods improve classification accuracy.
Proposes a variational autoencoder for long-term customer revenue forecasting.
problem Predicting long-term customer revenue from sparse and irregular transaction data.
method Variational Autoencoder (VAE) with flexible latent representation.
result Improves upon latest benchmarks in multiple real-world datasets.
New method predicts customer churn using mixed-penalty logistic regression.
problem Predicting customer churn in CRM systems.
method Mixed-penalty logistic regression for big data analysis.
result Proposed method enhances logistic regression for better predictive analytics.
Study shows non-systematic bias in customer satisfaction surveys limits data value.
problem Non-systematic bias in customer satisfaction surveys limits data value.
method Used real customer satisfaction survey data of a large retail bank to show the irreducible error and suggest thoughtful survey design methods.
result A thoughtful survey design can reduce non-systematic error in customer satisfaction surveys.
For a company looking to provide delightful user experiences, it is of paramount importance to take care of any customer issues. This paper proposes COTA, a system to improve speed and reliability of customer support for end users through automated ticket classification and answers selection for support representatives…
Study examines European banks' digital transformation strategies.
problem Lack of a common framework for open banking innovation in banking sector.
method Qualitative analysis of partnerships and API development.
result European banks are diversifying and boosting customer relationship management.
The purpose of this study was to build a customer selection model based on 20 dimensions, including customer codes, total contribution, assets, deposit, profit, profit rate, trading volume, trading amount, turnover rate, order amount, withdraw amount, withdraw rate, process fee, process fee submitted, process fee retai…
DCE learns customer embeddings from digital activity and financial context.
problem Comprehensive customer understanding in financial services.
method Leverages customers' digital activity and financial context to learn dense representations.
result DCE showed performance lift in three prediction problems.
Financial institutions use LSTM models to predict customer goals.
problem Predicting customer goals and actions in financial services.
method Used LSTM models with state-space graph embeddings on historical customer traces.
result Demonstrated the effectiveness of LSTM models in predicting customer goals and actions.
New AI model optimizes personalized care for elderly residents.
problem Limited care workforce impacts health outcomes and quality of life.
method Bandit algorithms for personalized care planning.
result Improves care quality and health outcomes through personalized care planning.
Customer Momentumq-fin.PR
Customer momentum is a positive relationship between a firm's returns and past returns of its customers.
problem Understanding the relationship between a firm's returns and its customers' past returns.
method Examined customer momentum using a long-short equally-weighted decile portfolio and Fama-French factor models.
result Customer momentum generates significant monthly returns and is statistically significant.
Exploring Multi-Banking Customer-to-Customer Relations in AML Context with Poincaré Embeddingsq-fin.GN
Paper proposes a new topology for AML analysis using Poincaré embeddings.
problem Complex money laundering schemes and regulatory constraints hinder AML analysis and information sharing.
method Proposes a new topology for AML analysis using Poincaré embeddings.
result Demonstrates improved AML analysis and information sharing through Poincaré embeddings.
Paper proposes a method to aggregate customer engagement data for better ranking of e-commerce results.
problem Cold start problem and under-representation of new or under-impressed products in e-commerce search results.
method Aggregates customer engagements within a day for the same query as input training data for machine learning models.
result Training models on aggregated data leads to better ranking of new and under-impressed products.
Study uses Open Banking data to estimate customer value, showing potential 21% increase.
problem Limited CLV estimation using single-entity data.
method Introduces PCLV framework using Open Banking data for comprehensive customer value estimation.
result Open Banking data can estimate PCLV per competitor, showing a 21.06% increase over Actual CLV.
Predicts customer call intent for auto dealerships using CNN.
problem Understanding customer intent from phone calls for better service.
method Developed a CNN-based supervised learning model for multi-class classification.
result CNN model performs well on customer call intent classification.
In order to better engage with customers, retailers rely on extensive customer and product databases which allows them to better understand customer behaviour and purchasing patterns. This has long been a challenging task as customer modelling is a multi-faceted, noisy and time-dependent problem. The most common way to…
Market research is generally performed by surveying a representative sample of customers with questions that includes contexts such as psycho-graphics, demographics, attitude and product preferences. Survey responses are used to segment the customers into various groups that are useful for targeted marketing and commun…
New algorithm finds optimal decision trees for binary variables.
problem Greedy decision tree algorithms often produce suboptimal models.
method Analytical bounds and modern systems techniques co-designed for efficient search space reduction.
result First practical algorithm for optimal decision trees for binary variables.
VAE learns latent representations for bank customers' creditworthiness.
problem Improving marketing, CRM, and credit risk assessment in retail banks.
method Adopted Variational Autoencoder (VAE) to learn latent representations.
result VAE latent representations capture customers' creditworthiness and generalize to new data.
The paper uses RFM and clustering to segment bank customers.
problem Challenges in customer retention and profitable segmentation in banking.
method RFM technique and clustering algorithms applied to real data.
result Successful customer segmentation improves conversion rates.
The study improves CLV predictions in retail banking with machine learning.
problem Estimating customer lifetime value in retail banking is challenging.
method Developed a novel framework for CLV predictions over arbitrary time horizons.
result 43% improvement in out-of-time CLV prediction error.
AI enhances ESG practices in finance, but requires careful consideration.
problem Regulatory pressures and stakeholder awareness drive ESG adoption.
method Industrial survey categorizing AI applications in ESG.
result AI improves analytical capabilities, risk assessment, and customer engagement.
Study clusters bank customers using LSTM and DTW.
problem Efficiently segmenting bank customers for targeted offers.
method Encoder-decoder LSTM network and Dynamic Time Warping (DTW).
result Hybrid method yields more accurate clusters.
Study compares classification techniques to predict customer churn in banking.
problem Predicting customer churn in banking industry.
method Comparison of six supervised classification techniques (ANN and random forest) on 10000 European bank customers.
result ANN structure with five nodes in a single hidden layer is the best performing classifier.
It is of high interest for a company to identify customers expected to bring the largest profit in the upcoming period. Knowing as much as possible about each customer is crucial for such predictions. However, their demographic data, preferences, and other information that might be useful for building loyalty programs …
Silent abandonment reduces contact center efficiency by 5%-15%.
problem Measuring customer abandonment and patience in text-based contact centers is challenging due to uncertainty.
method Developed methodologies to identify silent-abandonment customers and estimate customer patience using text analysis and queueing models.
result Silent abandonment accounts for 30%-67% of customer abandonments and reduces system efficiency by 5%-15%.
DALC customizes LSTM models for detectors in large-scale traffic networks.
problem Fine-grained traffic prediction for large-scale transportation networks.
method Formulated as a finite Markov decision process, introduced ALC algorithm for automatic customization, and developed DALC for distributed customization.
result DALC provides higher prediction accuracy than Apache Spark MLlib approaches.
Insurance firms use RL to optimize customer offers for desired target portfolios.
problem Optimizing insurance offers to achieve a desired customer portfolio.
method Developed a novel reinforcement learning algorithm.
result The RL algorithm outperforms traditional methods in a synthetic market.
Modelling customer churn for the retail industry in a deep learning based sequential frameworkstat.ML
Deep learning predicts customer churn in retail.
problem Accurately predicting which customers are likely to stop purchasing.
method Survival model parameters learned by recurrent neural networks.
result Individual level survival models for purchasing behavior.
Customized-GNN generates model-specific for each graph.
problem Graphs in the same dataset have distinct structures.
method Proposes Customized-GNN framework to generate model-specific for each graph.
result Demonstrates effectiveness on various graph classification benchmarks.
Deep learning predicts fit for fashion e-commerce.
problem Predicting correct fit for customer satisfaction and cost reduction.
method Deep learning content-collaborative approach using customer and article embeddings.
result Significant improvement over state-of-the-art methods.
We present a Bayesian framework for estimating the customer lifetime value (CLV) and the customer equity (CE) based on the purchasing behavior deducible from the market surveys on customer purchasing behavior. The proposed framework systematically addresses the challenges faced when the future value of customers is est…
Customer temporal behavioral data was represented as images in order to perform churn prediction by leveraging deep learning architectures prominent in image classification. Supervised learning was performed on labeled data of over 6 million customers using deep convolutional neural networks, which achieved an AUC of 0…
This paper monetizes customer load data to boost energy retailer profits.
problem Improving load forecasts to reduce energy imbalance costs.
method Cooperative game theory approach to quantify and distribute profits.
result Retailer gains significant profit from customer load data.
Analyzing Customer-Facing Vendor Experiences with Time Series Forecasting and Monte Carlo Techniquesstat.ML
Ebay uses forecasting and simulation to decide when to disable a vendor.
problem Determining the optimal time to disable a vendor to avoid customer loss.
method Data-driven approach involving multiplicative seasonality model, Monte Carlo simulation, and linear model.
result Identifies the best time to disable a vendor to minimize customer loss.
Although timely sepsis diagnosis and prompt interventions in Intensive Care Unit (ICU) patients are associated with reduced mortality, early clinical recognition is frequently impeded by non-specific signs of infection and failure to detect signs of sepsis-induced organ dysfunction in a constellation of dynamically cha…
We study a general problem of allocating limited resources to heterogeneous customers over time under model uncertainty. Each type of customer can be serviced using different actions, each of which stochastically consumes some combination of resources, and returns different rewards for the resources consumed. We consid…
New model analyzes customer churn with tensor completion and binary data.
problem Analyzing the impact of interventions on customer churn.
method Tensorized latent factor block hazard model with 1-bit tensor completion.
result Effective categorization of interventions by similar impacts.
Paper predicts Airbnb prices using machine learning and customer reviews.
problem Predicting optimal Airbnb prices with limited property information.
method Uses machine learning, sentiment analysis, and various models.
result Develops a model to help both property owners and customers with price evaluation.
Paper compares NMF and LDA for topic labeling in customer communications.
problem Automatically labeling topics in customer inquiries.
method Uses NMF and LDA for topic mining and labeling.
result Proposes methods for automated topic subject labeling.
In the UK betting market, bookmakers often offer a free coupon to new customers. These free coupons allow the customer to place extra bets, at lower risk, in combination with the usual betting odds. We are interested in whether a customer can exploit these free coupons in order to make a sure gain, and if so, how the c…
The paper presents a method to score patient engagement in care programs and predicts their response.
problem Improving health outcomes of high-need patients through better patient engagement.
method Data-driven behavioral engagement scoring pipeline for two aspects of patient engagement.
result The scoring method successfully predicts patient engagement and provides interpretable insights.
Study predicts customer data sharing in Open Banking and explains key factors.
problem Predicting and explaining customer data sharing in Open Banking environments.
method Hybrid data balancing strategy with ADASYN and NEARMISS, XGBoost models, SHAP, CART.
result 91.39% accuracy for inflow and 91.53% for outflow predictions, revealing influential features.
Paper introduces score embedding for Twitter sentiment analysis of health care issues.
problem Analyzing public opinion on health care plans using social media.
method Score embedding, a neural network model for word representations.
result Score embedding effectively captures sentiment and outperforms existing methods.
CAT improves robustness of neural networks by customizing perturbation levels.
problem Poor generalization of adversarial training on clean and perturbed data.
method CAT adapts perturbation level and label for each sample.
result CAT achieves better clean and robust accuracy than previous methods.
Predicts gender and age from mobile phone data for marketing.
problem Enhance marketing offers by predicting customer demographics.
method Machine learning algorithms applied to CDRs, CRM, and billing info.
result 85.6% accuracy in gender prediction, 65.5% in age prediction.
Firms miscount their customers who stop buying without saying goodbye.
problem Counting non-contractual customers accurately.
method Estimating repeat purchase probabilities and extrapolating to infinite time.
result The count of alive customers is only partially identified, with a wide range of estimates.