Text Mining Methods Applied to Insurance Company Customer Calls: A Case Study

DOI10.1080/10920277.2019.1649155zbMath1437.91395OpenAlexW2984801314WikidataQ126866665 ScholiaQ126866665MaRDI QIDQ5108358

Guoqiang Chen, Xiyue Liao, Ben Ku, Rahul Narula, Janet Duncan

Publication date: 4 May 2020

Published in: North American Actuarial Journal (Search for Journal in Brave)

Full work available at URL: https://doi.org/10.1080/10920277.2019.1649155

zbMATH Keywords

insurance companytext miningcall center

Mathematics Subject Classification ID

Applications of statistics to actuarial sciences and financial mathematics (62P05) Actuarial mathematics (91G05)

Uses Software

• tm
• wordcloud
• topicmodels
• tidytext
• ldatuning
• qdap

Cites Work

• A correlated topic model of science
• Text Mining
• 10.1162/jmlr.2003.3.4-5.993
• Optimal Disability Insurance with Moral Hazards: Absenteeism, Presenteeism, and Shirking
• Empirical Evidence on the Use of Credit Scoring for Predicting Insurance Losses with Psycho-social and Biochemical Explanations
• Policyholder Exercise Behavior in Life Insurance: The State of Affairs

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