RE-GrievanceAssist: Enhancing Customer Experience through ML-Powered Complaint Management

In recent years, digital platform companies have faced increasing challenges in managing customer complaints, driven by widespread consumer adoption. This paper introduces an end-to-end pipeline, named RE-GrievanceAssist, designed specifically for real estate customer complaint management. The pipeline consists of three key components: i) response/no-response ML model using TF-IDF vectorization and XGBoost classifier ; ii) user type classifier using fasttext classifier; iii) issue/sub-issue classifier using TF-IDF vectorization and XGBoost classifier. Finally, it has been deployed as a batch job in Databricks, resulting in a remarkable 40% reduction in overall manual effort with monthly cost reduction of Rs 1,50,000 since August 2023.

RE-RecSys: An End-to-End system for recommending properties in Real-Estate domain

We propose an end-to-end real-estate recommendation system, RE-RecSys, which has been productionized in real-world industry setting. We categorize any user into 4 categories based on available historical data: i) cold-start users; ii) short-term users; iii) long-term users; and iv) short-long term users. For cold-start users, we propose a novel rule-based engine that is based on the popularity of locality and user preferences. For short-term users, we propose to use content-filtering model which recommends properties based on recent interactions of users. For long-term and short-long term users, we propose a novel combination of content and collaborative filtering based approach which can be easily productionized in the real-world scenario. Moreover, based on the conversion rate, we have designed a novel weighing scheme for different impressions done by users on the platform for the training of content and collaborative models. Finally, we show the efficiency of the proposed pipeline, RE-RecSys, on a real-world property and clickstream dataset collected from leading real-estate platform in India. We show that the proposed pipeline is deployable in real-world scenario with an average latency of <40 ms serving 1000 rpm.