Clustering Analysis for Customer Audio Conversations in InsurTech

Dr. Param Jeet, Swarn Singh Bedi, and Sudhanshu Joshi

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Clients interact with customer care representatives from the insurance industry every day. These recorded phone conversations are a valuable source of information for the kinds of questions consumers ask and what their preferences are when purchasing an insurance plan.

How can the insurance sector employ cluster analysis with its call data in order to better serve its clients? Learn how customer phone calls can be converted to a transcript, cleaned of unnecessary words, converted to a vectorized form, and modelled using KMeans and Word2Vec.