Predicting Customer Goals in Financial Institution Services: A Data-Driven LSTM Approach

Abstract

In today's competitive financial landscape, understanding and anticipating customer goals is crucial for institutions to deliver a personalized and optimized user experience. This has given rise to the problem of accurately predicting customer goals and actions. Focusing on that problem, we use historical customer traces generated by a realistic simulator and present two simple models for predicting customer goals and future actions -- an LSTM model and an LSTM model enhanced with state-space graph embeddings. Our results demonstrate the effectiveness of these models when it comes to predicting customer goals and actions.