| Texto completo | |
| Autor(es): |
Couto, Matheus L.
;
Menezes, Pedro H. C.
;
Reinhold, Olaf
;
Marcacini, Ricardo
;
Jacob Junior, Antonio F. L.
;
Lobato, Fabio M. F.
Número total de Autores: 6
|
| Tipo de documento: | Artigo Científico |
| Fonte: | 2024 IEEE/WIC INTERNATIONAL CONFERENCE ON WEB INTELLIGENCE AND INTELLIGENT AGENT TECHNOLOGY, WI-IAT; v. N/A, p. 6-pg., 2024-01-01. |
| Resumo | |
Fintechs have revolutionized financial services by integrating technology and finance. In this sense, the significant increase in complaints regarding companies within this emerging sector is particularly noteworthy. This information is valuable for companies, as it can be an excellent opportunity to highlight gaps in products or services. In this context, we collected and analyzed complaints about investment fintechs using the topic modeling approach combined with large language models. To this end, a sample of 365 complaint records linked to five Brazilian brokerage firms was analyzed: XP Investimentos, Rico Investimentos, Clear, ModalMais, and Agora Investimentos. The results show that problems related to customer service are more common in consumer reports. The insights obtained can potentially improve customer relationship management using social networks dedicated to user complaints. (AU) | |
| Processo FAPESP: | 19/07665-4 - Centro de Inteligência Artificial |
| Beneficiário: | Fabio Gagliardi Cozman |
| Modalidade de apoio: | Auxílio à Pesquisa - Programa eScience e Data Science - Centros de Pesquisa Aplicada |
| Processo FAPESP: | 23/10100-4 - Desenvolvimento de Grandes Modelos de Língua para Aplicações no Domínio Jurídico |
| Beneficiário: | Ricardo Marcondes Marcacini |
| Modalidade de apoio: | Auxílio à Pesquisa - Pesquisa em Políticas Públicas |