Paper Info
Title
Are fintechs really a hype? A machine learning-based polarity analysis of Brazilian posts on social media
Abstract
Fintechs are technology companies that, in contrast to traditional banks, are engaged in digital solutions for payment, money transfers, and real-time notifications. Taking advantage of digital means of communication, most of the service interactions between fintechs and customers occurs via chats or posts in social media. In this work, our goal is to use machine learning to analyze these posts and identify what are the terms used by customers to express positive, neutral and negative customer experiences. During this analysis, we assess the following questions using data from the 3 biggest fintechs in Brazil: (i) what are the most commented topics on social media regarding fintechs, (ii) what are the words more often used by customers to express positive, negative and neutral reactions to the customer service obtained; and (iii) what kind of machine learning model should a fintech use to automatically identify whether a post is positive, negative or neutral.
Year
DOI
Venue
2018
10.1109/INDIN.2018.8471986
2018 IEEE 16th International Conference on Industrial Informatics (INDIN)
Keywords
Field
DocType
money transfers,real-time notifications,Fintechs,technology companies,Brazilian posts,machine learning model,customer service,social media
Social media,Task analysis,Customer service,Artificial intelligence,Engineering,Big data,Payment,Machine learning
Conference
ISSN
ISBN
Citations 
1935-4576
978-1-5386-4830-8
0
PageRank 
References 
Authors
0.34
0
4
Name
Order
Citations
PageRank
Marina Ponestke Seara100.34
Andreia Malucelli211328.00
Altair Olivo Santin36314.22
Jean Paul Barddal414016.77