Related papers: Estimating causal effects of customer satisfaction…

This study explores the enhancement of customer satisfaction in the airline industry, a critical factor for retaining customers and building brand reputation, which are vital for revenue growth. Utilizing a combination of machine learning…

A common sales strategy involves having account executives (AEs) actively reach out and contact potential customers. However, not all contact attempts have a positive effect: some attempts do not change customer decisions, while others…

This article provides an assessment of the causal effect of customer relationship management (CRM) applications on one-to-one marketing effectiveness. We use a potential outcomes based propensity score approach to assess this causal effect.…

Causal mediation analysis is used to evaluate direct and indirect causal effects of a treatment on an outcome of interest through an intermediate variable or a mediator.It is difficult to identify the direct and indirect causal effects…

Online experimentation is at the core of Booking.com's customer-centric product development. While randomised controlled trials are a powerful tool for estimating the overall effects of product changes on business metrics, they often fall…

Understanding the causal effects of text on downstream outcomes is a central task in many applications. Estimating such effects requires researchers to run controlled experiments that systematically vary textual features. While large…

Of late, in order to have better acceptability among various domain, researchers have argued that machine intelligence algorithms must be able to provide explanations that humans can understand causally. This aspect, also known as…

The service quality of a passenger transport operator can be measured through face-to-face surveys at the terminals or on board. However, the resulting responses may suffer from the influence of the intrinsic aspects of the respondent's…

Customer experience plays a critical role for a profitable organisation or company. A satisfied customer for a company corresponds to higher rates of customer retention, and better representation in the market. One way to improve customer…

Customer Satisfaction is the most important factors in the industry irrespective of domain. Key Driver Analysis is a common practice in data science to help the business to evaluate the same. Understanding key features, which influence the…

We consider the problem of using observational data to estimate the causal effects of linguistic properties. For example, does writing a complaint politely lead to a faster response time? How much will a positive product review increase…

Causal inference is widely used in various fields, such as biology, psychology and economics, etc. In observational studies, we need to balance the covariates before estimating causal effect. This study extends the one-dimensional entropy…

Online reviews enable consumers to engage with companies and provide important feedback. Due to the complexity of the high-dimensional text, these reviews are often simplified as a single numerical score, e.g., ratings or sentiment scores.…

How should researchers analyze randomized experiments in which the main outcome is latent and measured in multiple ways but each measure contains some degree of error? We first identify a critical study-specific noncomparability problem in…

In many stochastic service systems, decision-makers find themselves making a sequence of decisions, with the number of decisions being unpredictable. To enhance these decisions, it is crucial to uncover the causal impact these decisions…

Deciding on an appropriate intervention requires a causal model of a treatment, the outcome, and potential mediators. Causal mediation analysis lets us distinguish between direct and indirect effects of the intervention, but has mostly been…

In this paper, we consider a setting where heterogeneous agents with connectivity are performing inference using unlabeled streaming data. Observed data are only partially informative about the target variable of interest. In order to…

Estimating treatment effects (TE) from observational data is a critical yet complex task in many fields, from healthcare and economics to public policy. While recent advances in machine learning and causal inference have produced powerful…

Evaluating the causal effect of an intervention on multivariate outcomes is challenging when the outcomes are interdependent and derived rather than directly observed. Effective connectivity, which summarizes the directional neural…

In ATM systems, the massive number of interacting entities makes it difficult to identify critical elements and paths of disturbance propagation, as well as to predict the system-wide effects that innovations might have. To this end,…