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Research Paper | Business and Finance | India | Volume 12 Issue 3, March 2023

Identification of Nature of Complaint from Consumer Complaint Database using NLP

Sayanka Mukherjee

Abstract: Financial products can assist us in increasing the amount of money we have in order to achieve various financial objectives, such as retirement, children?s education, marriage, and so on. But sometimes the financial products are not handled in ways they should be handled and that is where a customer faces a crisis. Often financial organizations create a relationship or a contract over financial products delivered to a customer. Consumer Complaint database is once such pool of complaints lodged by customers from various corner of the country facing issues over these financial products. The Consumer Complaint Database is a collection of complaints about consumer financial products and services that we sent to companies for response. Hence, I propose a TF-IDF based Information retrieval model that would make the classification of complaints made by consumer much less time consuming and faster. The goal is making a computer capable of understanding the contents of documents, including the contextual nuances of the language within them. This then is used to extract information and insights contained in the documents as well as categorize and organize the documents themselves.

Keywords: Term Frequency, Inverse Document Frequency, Vectorization, Natural Language Processing

Edition: Volume 12 Issue 3, March 2023,

Pages: 85 - 88