Consumer Complaints Classification Using Machine Learning & Deep Learning

Abstract

Complaint handling system used by financial companies are handled by live agents these days, there’s a need to move from a system handled by live agents to a system which automatically handles the complaints to increase efficiency & save cost & time. We are planning to develop an automatic financial complaint classification system that automatically deals with the customer complaints by segregating the data & routing it to the right department. We are planning to develop the system by using Natural Language Processing (NLP), Artificial Intelligence (AI), Machine Learning (ML) & Deep Learning (DL) concepts and implement using Python, Jupyter Notebook,.etc. The end product will be a web-based application system where customer can register their complaints with-out having to worry about sending it to right department. (Bejarano) Devel-oped system will automatically segregate the complaints & route it to the right department. Through this project we are trying to attain best results for our complaint classification task by comparing various Machine Learning (ML) models, Deep Learning (