{"id":"https://openalex.org/W7110995926","doi":"https://doi.org/10.1007/s42979-025-04567-0","title":"Optimizing Customer Engagement in Insurance Through NLP-Driven Sentiment and RL","display_name":"Optimizing Customer Engagement in Insurance Through NLP-Driven Sentiment and RL","publication_year":2025,"publication_date":"2025-12-09","ids":{"openalex":"https://openalex.org/W7110995926","doi":"https://doi.org/10.1007/s42979-025-04567-0"},"language":"en","primary_location":{"id":"doi:10.1007/s42979-025-04567-0","is_oa":false,"landing_page_url":"https://doi.org/10.1007/s42979-025-04567-0","pdf_url":null,"source":{"id":"https://openalex.org/S4210174798","display_name":"SN Computer Science","issn_l":"2661-8907","issn":["2661-8907","2662-995X"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319965","host_organization_name":"Springer Nature","host_organization_lineage":["https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Nature"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"SN Computer Science","raw_type":"journal-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":null,"display_name":"Sharadha Kodadi","orcid":"https://orcid.org/0009-0005-7707-4416"},"institutions":[{"id":"https://openalex.org/I110675161","display_name":"Infosys (India)","ror":"https://ror.org/03bs18y54","country_code":"IN","type":"company","lineage":["https://openalex.org/I110675161"]}],"countries":["IN"],"is_corresponding":true,"raw_author_name":"Sharadha Kodadi","raw_affiliation_strings":["Infosys, Austin, TX, USA"],"affiliations":[{"raw_affiliation_string":"Infosys, Austin, TX, USA","institution_ids":["https://openalex.org/I110675161"]}]},{"author_position":"middle","author":{"id":null,"display_name":"Koteswara Rao Dondapati","orcid":null},"institutions":[{"id":"https://openalex.org/I4210090925","display_name":"Columbus Technologies and Services (United States)","ror":"https://ror.org/00g81mg52","country_code":"US","type":"company","lineage":["https://openalex.org/I4210090925"]},{"id":"https://openalex.org/I4210099187","display_name":"Everest Technologies (United States)","ror":"https://ror.org/00xaskn96","country_code":"US","type":"company","lineage":["https://openalex.org/I4210099187"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Koteswara Rao Dondapati","raw_affiliation_strings":["Everest Technologies, Columbus, OH, USA"],"affiliations":[{"raw_affiliation_string":"Everest Technologies, Columbus, OH, USA","institution_ids":["https://openalex.org/I4210090925","https://openalex.org/I4210099187"]}]},{"author_position":"middle","author":{"id":null,"display_name":"Himabindu Chetlapalli","orcid":null},"institutions":[{"id":"https://openalex.org/I4210118036","display_name":"Whitby Hospital","ror":"https://ror.org/02846rb74","country_code":"GB","type":"healthcare","lineage":["https://openalex.org/I4210102025","https://openalex.org/I4210118036"]}],"countries":["GB"],"is_corresponding":false,"raw_author_name":"Himabindu Chetlapalli","raw_affiliation_strings":["9455868 Canada Inc, Whitby, ON, Canada"],"affiliations":[{"raw_affiliation_string":"9455868 Canada Inc, Whitby, ON, Canada","institution_ids":["https://openalex.org/I4210118036"]}]},{"author_position":"middle","author":{"id":null,"display_name":"Naga Sushma Allur","orcid":null},"institutions":[{"id":"https://openalex.org/I4210116114","display_name":"Save Ourselves Breast Cancer Organization","ror":"https://ror.org/0231yda83","country_code":"US","type":"nonprofit","lineage":["https://openalex.org/I4210116114"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Naga Sushma Allur","raw_affiliation_strings":["Astute Solutions LLC, Folsom, CA, USA"],"affiliations":[{"raw_affiliation_string":"Astute Solutions LLC, Folsom, CA, USA","institution_ids":["https://openalex.org/I4210116114"]}]},{"author_position":"middle","author":{"id":null,"display_name":"Durga Praveen Deevi","orcid":null},"institutions":[{"id":"https://openalex.org/I4210161921","display_name":"Advanced Systems & Technologies (United States)","ror":"https://ror.org/05ydj2y02","country_code":"US","type":"company","lineage":["https://openalex.org/I4210161921"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Durga Praveen Deevi","raw_affiliation_strings":["O2 Technologies Inc, Irvine, CA, USA"],"affiliations":[{"raw_affiliation_string":"O2 Technologies Inc, Irvine, CA, USA","institution_ids":["https://openalex.org/I4210161921"]}]},{"author_position":"last","author":{"id":null,"display_name":"Thinagaran Perumal","orcid":null},"institutions":[{"id":"https://openalex.org/I130343225","display_name":"Universiti Putra Malaysia","ror":"https://ror.org/02e91jd64","country_code":"MY","type":"education","lineage":["https://openalex.org/I130343225"]}],"countries":["MY"],"is_corresponding":false,"raw_author_name":"Thinagaran Perumal","raw_affiliation_strings":["Department of Computer Science, Faculty of Computer Science and Information Technology, Universiti Putra Malaysia, UPM Serdang, 43400, Serdang, Selangor, Malaysia"],"affiliations":[{"raw_affiliation_string":"Department of Computer Science, Faculty of Computer Science and Information Technology, Universiti Putra Malaysia, UPM Serdang, 43400, Serdang, Selangor, Malaysia","institution_ids":["https://openalex.org/I130343225"]}]}],"institutions":[],"countries_distinct_count":4,"institutions_distinct_count":6,"corresponding_author_ids":[],"corresponding_institution_ids":["https://openalex.org/I110675161"],"apc_list":{"value":2290,"currency":"EUR","value_usd":2890},"apc_paid":null,"fwci":0.0,"has_fulltext":false,"cited_by_count":0,"citation_normalized_percentile":{"value":0.80744446,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":null,"biblio":{"volume":"6","issue":"8","first_page":null,"last_page":null},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10664","display_name":"Sentiment Analysis and Opinion Mining","score":0.1657000035047531,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},"topics":[{"id":"https://openalex.org/T10664","display_name":"Sentiment Analysis and Opinion Mining","score":0.1657000035047531,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T14413","display_name":"Advanced Technologies in Various Fields","score":0.0494999997317791,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T12384","display_name":"Customer churn and segmentation","score":0.04430000111460686,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/reinforcement-learning","display_name":"Reinforcement learning","score":0.7290999889373779},{"id":"https://openalex.org/keywords/sentiment-analysis","display_name":"Sentiment analysis","score":0.6173999905586243},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"Customer satisfaction","score":0.5752000212669373},{"id":"https://openalex.org/keywords/customer-intelligence","display_name":"Customer intelligence","score":0.5386000275611877},{"id":"https://openalex.org/keywords/customer-retention","display_name":"Customer retention","score":0.534600019454956},{"id":"https://openalex.org/keywords/product","display_name":"Product (mathematics)","score":0.454800009727478},{"id":"https://openalex.org/keywords/customer-engagement","display_name":"Customer engagement","score":0.4537999927997589},{"id":"https://openalex.org/keywords/process","display_name":"Process (computing)","score":0.41659998893737793}],"concepts":[{"id":"https://openalex.org/C97541855","wikidata":"https://www.wikidata.org/wiki/Q830687","display_name":"Reinforcement learning","level":2,"score":0.7290999889373779},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.6708999872207642},{"id":"https://openalex.org/C66402592","wikidata":"https://www.wikidata.org/wiki/Q2271421","display_name":"Sentiment analysis","level":2,"score":0.6173999905586243},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.5752000212669373},{"id":"https://openalex.org/C57660159","wikidata":"https://www.wikidata.org/wiki/Q5196460","display_name":"Customer intelligence","level":5,"score":0.5386000275611877},{"id":"https://openalex.org/C101276457","wikidata":"https://www.wikidata.org/wiki/Q5196474","display_name":"Customer retention","level":4,"score":0.534600019454956},{"id":"https://openalex.org/C90673727","wikidata":"https://www.wikidata.org/wiki/Q901718","display_name":"Product (mathematics)","level":2,"score":0.454800009727478},{"id":"https://openalex.org/C2776915394","wikidata":"https://www.wikidata.org/wiki/Q5196451","display_name":"Customer engagement","level":3,"score":0.4537999927997589},{"id":"https://openalex.org/C98045186","wikidata":"https://www.wikidata.org/wiki/Q205663","display_name":"Process (computing)","level":2,"score":0.41659998893737793},{"id":"https://openalex.org/C43595421","wikidata":"https://www.wikidata.org/wiki/Q7939596","display_name":"Voice of the customer","level":5,"score":0.3797000050544739},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.35530000925064087},{"id":"https://openalex.org/C12725497","wikidata":"https://www.wikidata.org/wiki/Q810247","display_name":"Baseline (sea)","level":2,"score":0.3474999964237213},{"id":"https://openalex.org/C50644808","wikidata":"https://www.wikidata.org/wiki/Q192776","display_name":"Artificial neural network","level":2,"score":0.3278999924659729},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.3028999865055084},{"id":"https://openalex.org/C2985250679","wikidata":"https://www.wikidata.org/wiki/Q984142","display_name":"Customer experience","level":2,"score":0.30070000886917114},{"id":"https://openalex.org/C63207073","wikidata":"https://www.wikidata.org/wiki/Q1076010","display_name":"Customer to customer","level":5,"score":0.28209999203681946},{"id":"https://openalex.org/C119857082","wikidata":"https://www.wikidata.org/wiki/Q2539","display_name":"Machine learning","level":1,"score":0.2752000093460083},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.2750999927520752},{"id":"https://openalex.org/C43169469","wikidata":"https://www.wikidata.org/wiki/Q580922","display_name":"Preprint","level":2,"score":0.2574999928474426},{"id":"https://openalex.org/C155032097","wikidata":"https://www.wikidata.org/wiki/Q798503","display_name":"Backpropagation","level":3,"score":0.250900000333786},{"id":"https://openalex.org/C31367271","wikidata":"https://www.wikidata.org/wiki/Q5196444","display_name":"Customer advocacy","level":4,"score":0.2500999867916107}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1007/s42979-025-04567-0","is_oa":false,"landing_page_url":"https://doi.org/10.1007/s42979-025-04567-0","pdf_url":null,"source":{"id":"https://openalex.org/S4210174798","display_name":"SN Computer Science","issn_l":"2661-8907","issn":["2661-8907","2662-995X"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319965","host_organization_name":"Springer Nature","host_organization_lineage":["https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Nature"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"SN Computer Science","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[{"id":"https://metadata.un.org/sdg/16","display_name":"Peace, Justice and strong institutions","score":0.4487270712852478}],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":12,"referenced_works":["https://openalex.org/W4293176029","https://openalex.org/W4310759676","https://openalex.org/W4380027751","https://openalex.org/W4382362811","https://openalex.org/W4390533976","https://openalex.org/W4391268329","https://openalex.org/W4391898487","https://openalex.org/W4393000854","https://openalex.org/W4411598140","https://openalex.org/W4411973394","https://openalex.org/W4412722243","https://openalex.org/W4415232060"],"related_works":[],"abstract_inverted_index":null,"counts_by_year":[],"updated_date":"2025-12-10T02:49:46.989445","created_date":"2025-12-10T00:00:00"}
