2024/04/29 by Ch. Venkatesh ., Harshit Oberoi, C, Venkatesh +7
Business, Management and Accounting · #Business Process Modeling and Analysis #Computation and Language (cs.CL) #FOS: Computer and information sciences #Machine Learning (cs.LG)
paper · pdf · doi:10.48550/arxiv.2404.18963
openalex publication_date 2024/04/29 · openalex created_date 2024/05/03 · openalex updated_date 2026/07/28
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 a batch job in Databricks, resulting in a remarkable 40% reduction in overall manual effort with monthly cost reduction of Rs 1,50,000 since August 2023.