RE-GrievanceAssist: Enhancing Customer Experience through ML-Powered Complaint Management

arXiv:2404.18963v1 Announce Type: new
Abstract: In recent years, digital platform companies have faced increasing challenges in managing customer complaints, driven by widespread consumer adoption. This paper introduces an end-to-end pipeline, named RE-GrievanceAssist, designed specifically for real estate customer complaint management. The pipeline consists of three key components: i) response/no-response ML model using TF-IDF vectorization and XGBoost classifier ; ii) user type classifier using fasttext classifier; iii) issue/sub-issue classifier using TF-IDF vectorization and XGBoost classifier. Finally, it has been deployed as …

abstract adoption arxiv challenges companies components consumer cs.cl cs.lg customer customer experience digital experience key management paper pipeline platform real estate through type