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September 25, 2025Journal of Information and TechnologyOpen Access

Enhancing Customer Service in Financial Institutions Through Automated Complaint Classification: A Machine Learning Approach

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Authors

DMDoreen MutesiJNJonathan NgugiSDSumbiri Djuma

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Overview

Analysis shows machine learning improves complaint handling in financial institutions, suggesting better responses for customers.

Key Points

  • Automated complaint classification enhanced response time and accuracy in financial institutions, benefiting customer service.
  • The model using Stochastic Gradient Descent achieved promising results in categorizing consumer complaints by product type.
  • Natural language processing techniques were successfully applied to clean and prepare the complaint dataset for analysis.
  • This approach may enable banks and regulators to improve their processes for addressing customer issues more effectively.

Cite This Study

Mutesi et al. (2025) studied this question.

synapsesocial.com/papers/68d5bd69dc445aa9033b0599https://doi.org/10.70619/vol5iss8pp61-71
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