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.
168,695 papers · 148 categories
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48 results for “customer experience”
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.
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.
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…
This paper uses bandit algorithms to reduce the cost of user interface experimentation in online retail.
problem Reducing the cost of user interface experimentation in online retail.
method Modeling user interface experimentation as an opportunistic bandit problem, reducing the cost of exploration.
result Significant regret reduction and improved contextual information for testing.
The study explores machine learning for predicting customer propensity-to-pay uncertainty.
problem Improving customer experience, reducing financial hardship, and managing cash flow risks.
method Investigated machine learning models for predicting propensity-to-pay, focusing on uncertainty estimation.
result Novel Bayesian Neural Network model for binary classification of propensity-to-pay.
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.
Auto dealerships receive thousands of calls daily from customers who are interested in sales, service, vendors and jobseekers. With so many calls, it is very important for auto dealers to understand the intent of these calls to provide positive customer experiences that ensure customer satisfaction, deep customer engag…
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.
Over the past decade, several approaches have been introduced for short-term traffic prediction. However, providing fine-grained traffic prediction for large-scale transportation networks where numerous detectors are geographically deployed to collect traffic data is still an open issue. To address this issue, in this …
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.
Generative AI at Workecon.GN
Generative AI boosts productivity and improves customer service quality.
problem Productivity and quality of customer support agents.
method Staggered introduction of a generative AI-based conversational assistant in customer support.
result AI increases productivity by 15% on average, with significant heterogeneity across workers.
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%.
Simulation-Based Benchmarking of Reinforcement Learning Agents for Personalized Retail Promotionscs.AI
This study benchmarks AI agents for personalized retail promotions using simulations.
problem Optimizing coupon targeting for sparse customer purchase events.
method Comprehensive simulations of customer shopping behaviors; training RL agents on batch data.
result Contextual bandit and deep RL methods outperform static policies in sparse reward environments.
We describe the Customer LifeTime Value (CLTV) prediction system deployed at ASOS.com, a global online fashion retailer. CLTV prediction is an important problem in e-commerce where an accurate estimate of future value allows retailers to effectively allocate marketing spend, identify and nurture high value customers an…
DistPre predicts traffic speeds efficiently for large networks.
problem Fine-grained, accurate speed prediction for large-scale transportation networks.
method Customizes LSTM models on a cluster, sharing trained models between detectors.
result Efficient and accurate fine-grained traffic-speed prediction.
A scalable system detects price anomalies in online marketplaces to improve customer experience.
problem Inaccurate prices on online marketplaces lead to poor customer experience and revenue loss.
method MoatPlus uses unsupervised statistical features and an ensemble of models to generate upper price bounds.
result Our approach improves precise anchor coverage by up to 46.6% in high-vulnerability item subsets.
Method identifies potential customers from limited data.
problem Efficiently market products to interested but non-loyal customers.
method Double Positive and Unlabeled (PU) learning approach.
result Proposed algorithm achieves efficient marketing.
In this paper we investigate the behavioural differences between mobile phone customers with prepaid and postpaid subscriptions. Our study reveals that (a) postpaid customers are more active in terms of service usage and (b) there are strong structural correlations in the mobile phone call network as connections betwee…
With the rapid growth of e-Commerce, online product search has emerged as a popular and effective paradigm for customers to find desired products and engage in online shopping. However, there is still a big gap between the products that customers really desire to purchase and relevance of products that are suggested in…
Problem definition. In retailing, discrete choice models (DCMs) are commonly used to capture the choice behavior of customers when offered an assortment of products. When estimating DCMs using transaction data, flexible models (such as machine learning models or nonparametric models) are typically not interpretable and…
Customer churn is a major problem and one of the most important concerns for large companies. Due to the direct effect on the revenues of the companies, especially in the telecom field, companies are seeking to develop means to predict potential customer to churn. Therefore, finding factors that increase customer churn…
In e-commerce, content quality of the product catalog plays a key role in delivering a satisfactory experience to the customers. In particular, visual content such as product images influences customers' engagement and purchase decisions. With the rapid growth of e-commerce and the advent of artificial intelligence, tr…
For sales and marketing organizations within large enterprises, identifying and understanding new markets, customers and partners is a key challenge. Intel's Sales and Marketing Group (SMG) faces similar challenges while growing in new markets and domains and evolving its existing business. In today's complex technolog…
Study predicts purchasing decisions of online food delivery customers.
problem Understanding and predicting consumer purchasing decisions in online food delivery.
method Used machine learning techniques including CART, C4.5, random forest, and rule-based classifiers to predict purchasing decisions.
result C4.5 decision tree model outperformed others with 91.67% accuracy.
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.
Framework for AI customer support that protects privacy and reduces costs.
problem Privacy risks and compliance challenges in AI customer support.
method Zero-shot learning with large language models, real-time data anonymization, retrieval-augmented generation, robust post-processing.
result Reduces privacy risks and compliance costs while maintaining accuracy.
The paper develops a reinforcement learning model to estimate ad impact considering delayed and cumulative effects.
problem Accurately estimating ad impact considering delayed and long-term effects, cumulative impacts, and customer heterogeneity.
method Modeling ad bidding as a Contextual Markov Decision Process (CMDP) with delayed Poisson rewards, proposing a two-stage maximum likelihood estimator and reinforcement learning algorithm.
result Achieves a near-optimal regret bound of , validating the approach through simulation experiments.
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.
In many structured prediction problems, complex relationships between variables are compactly defined using graphical structures. The most prevalent graphical prediction methods---probabilistic graphical models and large margin methods---have their own distinct strengths but also possess significant drawbacks. Conditio…
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…
ALICE combines feature selection and inter-rater agreeability for ML model insights.
problem Improving interpretability of black box machine learning models.
method Integrates feature selection and inter-rater agreeability into a user-friendly Python library.
result Initial experiments on customer churn modeling show promising insights.
Computable contracts simplify financial transactions and reduce legal costs.
problem Difficulty in querying, executing, and analyzing text-based financial contracts.
method Develop a Contract Definition Language and illustrate use cases.
result Substantial improvements in customer experience and cost reduction.
Application of neural networks to a vast variety of practical applications is transforming the way AI is applied in practice. Pre-trained neural network models available through APIs or capability to custom train pre-built neural network architectures with customer data has made the consumption of AI by developers much…
Method learns equivariances from data without custom architecture design.
problem Learning equivariances for tasks without manually designed architectures.
method Reparameterization to learn equivariant parameter sharing.
result Can learn equivariances for any finite group of transformations.
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.
The paper proposes a new method for product recommendation that considers revenue contributions and user similarity.
problem High dimensionality and sparsity in user-item data, especially in terms of revenue contributions.
method The approach encodes revenue contributions in the user-item matrix and computes customer similarity using suitable distance measures.
result The method segments users based on revenue-based similarity and supports recommendations aligned with profitability objectives.
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…
In order for an e-commerce platform to maximize its revenue, it must recommend customers items they are most likely to purchase. However, the company often has business constraints on these items, such as the number of each item in stock. In this work, our goal is to recommend items to users as they arrive on a webpage…
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.
Exploring Multi-Banking Customer-to-Customer Relations in AML Context with Poincaré Embeddingsq-fin.GN
In the recent years money laundering schemes have grown in complexity and speed of realization, affecting financial institutions and millions of customers globally. Strengthened privacy policies, along with in-country regulations, make it hard for banks to inner- and cross-share, and report suspicious activities for th…
In this paper, we consider same-day delivery with vehicles and drones. Customers make delivery requests over the course of the day, and the dispatcher dynamically dispatches vehicles and drones to deliver the goods to customers before their delivery deadline. Vehicles can deliver multiple packages in one route but trav…
Generative Adversarial Networks (GANs) are a well-known technique that is trained on samples (e.g. pictures of fruits) and which after training is able to generate realistic new samples. Conditional GANs (CGANs) additionally provide label information for subclasses (e.g. apple, orange, pear) which enables the GAN to le…
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.