Full Title

Full Title: Multichannel Complaints and Ideas Management

Client: Piraeus bank

Project Duration:

Short Summary

The goal of the project was to apply Customer Complaints Data Analytics on Piraeus Bank’s costumer complaints and comments drawn from heterogeneous sources (email, fax, phone, social media channels) for the development of an efficient complaints clustering and classification model.
The main objectives of the project include:

  • Identify the critical categories of complaints/comments using text mining techniques, which can provide value added information, indicating the actual causes of complaints
  • Development of a classification model, which classifies accurately the complaints into the new categories
  • Quantitative statistical analysis of the complaints/comments in order to extract useful latent features that can provide additional knowledge to the management (e.g. criticality of a complaint).