Using Machine Learning Methods to Analyze Reviews About the Company and its Products

Student: Vavilov Maksim

Educational Programme: Business Analytics in Economics and Management (Master)

Year of Graduation: 2024

The aim of this work was to develop an algorithm for parsing customer reviews from the Russian financial platform “Banki.ru” and applying machine learning techniques to identify the primary causes of customer dissatisfaction. The text data analysis was conducted in three stages. At the first stage, the sentiment (positive or negative) of each review was determined. Next, the negative comments were grouped into a number of clusters. Finally, a summary of the identified clusters was provided. As a result of the conducted research, 33 groups of complaints from the bank's customers were formed. These insights can be utilized to make informed management decisions regarding customer experience and to identify areas for growth in the company's products and services.

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