发表机构
TU Dortmund University（多特蒙德工业大学）
机构由 AI 辅助整理，请以论文原文为准。AI 中文总结
该研究针对人寿保险客户信函，提出分类为退保及识别原因的文本分析方法，可助力保险公司理解客户退保行为并采取针对性行动。
AI 中文摘要
人寿保险公司的业务特点是长期合同，因此描述客户的数据具有巨大价值。提供给客户的数据中有一部分很少或根本未被分析，其中包括各类客户信函。本研究专注于将客户信函分类为退保（取消合同）并在有相关信息时识别具体原因，所提出的方法也可应用于其他业务交易及相关原因。我们讨论了数据获取与准备工作，介绍了多种备选方案，并说明了选择所采用方法的原因。成功实施此类工具可帮助保险公司更好地理解客户退保行为，从而在特定情况下采取更具针对性的行动。
英文摘要
The business of life insurance companies is characterized by long-term contracts. For this reason, data describing customers is of immense value. A portion of the data provided to the customer is rarely or not at all analyzed. This includes customer letters of any kind. This work focuses on classifying customer letters as cancellations and identifying the respective reason, if available. The outlined approach can also be applied to other business transactions and reasons. We discuss data acquisition and preparation, present alternatives, and explain the reasons for the chosen approach. A successful implementation of such a tool can lead to a better understanding of customer cancellation behavior by the insurer, enabling more targeted actions in certain situations.
