Peiheng Gao

Peiheng Gao, Ning Sun, Xuefeng Wang et al.

We develop an NLP-based procedure for detecting systematic nonmeritorious consumer complaints, simply called systematic anomalies, among complaint narratives. While classification algorithms are used to detect pronounced anomalies, in the case of smaller and frequent systematic anomalies, the algorithms may falter due to a variety of reasons, including technical ones as well as natural limitations of human analysts. Therefore, as the next step after classification, we convert the complaint narratives into quantitative data, which are then analyzed using an algorithm for detecting systematic anomalies. We illustrate the entire procedure using complaint narratives from the Consumer Complaint Database of the Consumer Financial Protection Bureau.

Peiheng Gao, Chen Yang, Ning Sun et al.

Machine learning (ML) has significantly advanced text classification by enabling automated understanding and categorization of complex, unstructured textual data. However, accurately capturing nuanced linguistic patterns and contextual variations inherent in natural language, particularly within consumer complaints, remains a challenge. This study addresses these issues by incorporating human-experience-trained algorithms that effectively recognize subtle semantic differences crucial for assessing consumer relief eligibility. Furthermore, we propose integrating synthetic data generation methods that utilize expert evaluations of generative adversarial networks and are refined through expert annotations. By combining expert-trained classifiers with high-quality synthetic data, our research seeks to significantly enhance machine learning classifier performance, reduce dataset acquisition costs, and improve overall evaluation metrics and robustness in text classification tasks.