Enhancing Customer Complaint Classification in Banking: A Deep Learning and Natural Language Processing Approach

Baskaran, Pratheep Kumar (2023) Enhancing Customer Complaint Classification in Banking: A Deep Learning and Natural Language Processing Approach. Masters thesis, Dublin, National College of Ireland.

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Abstract

This research pursued a new approach to classify customer feedback in banks using a blend of language processing methods and deep learning technologies. Approach involved a thorough preparation of the data, including converting text to lowercase, reducing words to their base forms, segmenting sentences into words, and omitting common yet non-critical words. The data was also customized to correspond with specific banking products using unique methods. In this study, a key part was experimenting with different high-level models A significant part of the study involved exploring various advanced models. I worked with several types, including CNN, LSTM, and BI-LSTM. These models were applied to two kinds of data: one set that underwent extensive cleaning and another that was processed similarly, but without aligning it with keywords. The findings revealed that the BI-LSTM model excelled, achieving 85% accuracy with keyword matching and 80% without it. Following these insights, a user-friendly interface was crafted for streamlined complaint classification, significantly improving how banks handle and respond to customer complaints. This enhancement in operational efficiency underscores the BI-LSTM model’s capability in the detailed task of complaint classification and the broader potential of deep learning in refining essential banking processes.

Item Type:	Thesis (Masters)
Supervisors:	Name Email Anant, Aaloka UNSPECIFIED
Subjects:	H Social Sciences > HG Finance Q Science > QA Mathematics > Electronic computers. Computer science T Technology > T Technology (General) > Information Technology > Electronic computers. Computer science H Social Sciences > HG Finance > Banking P Language and Literature > P Philology. Linguistics > Computational linguistics. Natural language processing H Social Sciences > HF Commerce > Customer Service Q Science > Q Science (General) > Self-organizing systems. Conscious automata > Machine learning
Divisions:	School of Computing > Master of Science in Data Analytics
Depositing User:	Ciara O'Brien
Date Deposited:	07 May 2025 10:41
Last Modified:	07 May 2025 10:41
URI:	https://norma.ncirl.ie/id/eprint/7496

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