ItemConference Paper

Deep Learning Driven Predictive Analytics Framework for Assessing Customer Satisfaction in Health Insurance Services

Title
Deep Learning Driven Predictive Analytics Framework for Assessing Customer Satisfaction in Health Insurance Services
Creator
Kiruthika, D.; Fulgen, Maria; Nambiraj, L.
Description
The paper aims to design a predictive analytics platform based on deep learning that can measure the satisfaction of health insurance policyholders with accuracy. One of the major challenges in predicting customer satisfaction is the use of multiple sources of data. These sources also include unstructured consumer sentiments and official demographic and policy measures. The system that is suggested integrates a 1-D Convolutional Neural Network with TabNet, a deep attention-based neural network that is specifically good at handling tabular data. The two are combined to deal with inputs that are highly sentiment-loaded. To enable joint feature learning while maintaining interpretability, the dual-path architecture leverages feature attribution. The suggested method surpasses standard machine learning and isolated deep learning baselines accuracy more than 97% through experimental evaluation on a real-world LIC health insurance dataset. The findings provide the basis for an interpretable and scalable customer-oriented decision-making framework in health insurance. 2025 IEEE.
Source
2nd International Conference on Intelligent Systems for Cybersecurity, ISCS 2025;
Date
01-01-2025
Publisher
Institute of Electrical and Electronics Engineers Inc.
Subject
Attention Mechanism; CNN; Customer Satisfaction; Deep Learning; Health Insurance; Hybrid Model; Interpretability; Predictive Analytics; Sentiment Analysis; TabNet
Coverage
Kiruthika D., Dr. SNS Rajalakshmi College of Arts and Science (Autonomous), Department of Commerce with Computer Applications, Tamil Nadu, Coimbatore, India; Fulgen M., Christ Deemed to Be University, Department of Commerce, Bengaluru, India; Nambiraj L., Dr. SNS Rajalakshmi College of Arts and Science (Autonomous), Department of Commerce with Computer Applications, Tamil Nadu, Coimbatore, India
Rights
Restricted Access; Hardcopy may be available in the library
Relation
ISBN: 979-833157243-3;
Format
online
Language
English
Type
Conference paper

Citation

Kiruthika, D.; Fulgen, Maria; Nambiraj, L., “Deep Learning Driven Predictive Analytics Framework for Assessing Customer Satisfaction in Health Insurance Services,” CHRIST (Deemed To Be University) Institutional Repository, accessed June 18, 2026, https://archives.christuniversity.in/items/show/26184.

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