Problem
Research questions and friction points this paper is trying to address.
customer letters
classification
cancellation
data analysis
life insurance
Text Data Analysis and Classification Methods - Insights from Customer Letters in Life Insurance
🤖 AI Summary
研究通过分析和分类客户信件来识别寿险取消原因，以提高保险公司对客户行为的理解，采用数据获取与准备等方法。
📝 Abstract
The business of life insurance companies is characterized by long-term contracts. For this reason, data describing customers is of immense value. A portion of the data provided to the customer is rarely or not at all analyzed. This includes customer letters of any kind. This work focuses on classifying customer letters as cancellations and identifying the respective reason, if available. The outlined approach can also be applied to other business transactions and reasons. We discuss data acquisition and preparation, present alternatives, and explain the reasons for the chosen approach. A successful implementation of such a tool can lead to a better understanding of customer cancellation behavior by the insurer, enabling more targeted actions in certain situations.
Innovation
Methods, ideas, or system contributions that make the work stand out.
Text Data Analysis
Classification Methods
Customer Letters
Life Insurance
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