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Proceedings of the 2023 Eighth International Conference on Research in Intelligent Computing in Engineering

Annals of Computer Science and Information Systems, Volume 38

MACCHIEF—Machine learning-based Algorithm Classification for Complaint Handling and Improved Efficiency in Firms

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DOI: http://dx.doi.org/10.15439/2023R56

Citation: Proceedings of the 2023 Eighth International Conference on Research in Intelligent Computing in Engineering, Pradeep Kumar, Manuel Cardona, Vijender Kumar Solanki, Tran Duc Tan, Abdul Wahid (eds). ACSIS, Vol. 38, pages 99–103 ()

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Abstract. This research emphasizes the vital role of machine learning-driven consumer complaint management in information enterprises facing a surge in customer feedback across channels. By automating complaint categorization, analysis, and response, machine learning streamlines operations and uncovers invaluable customer insights. The study introduces a novel classification model, with LGBMClassifier and LinearSVC algorithms standing out for achieving 76.78\% and 79.37\% accuracy, respectively. This approach enhances complaint resolution, customer satisfaction, and enterprise competitiveness. The integration of machine learning offers a practical solution to consumer complaint challenges, with future prospects including adaptability to evolving preferences and leveraging natural language processing for deeper sentiment analysis.

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