{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,5,4]],"date-time":"2026-05-04T10:23:34Z","timestamp":1777890214717,"version":"3.51.4"},"reference-count":27,"publisher":"Springer Science and Business Media LLC","issue":"1","license":[{"start":{"date-parts":[[2025,4,21]],"date-time":"2025-04-21T00:00:00Z","timestamp":1745193600000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.springernature.com\/gp\/researchers\/text-and-data-mining"},{"start":{"date-parts":[[2025,4,21]],"date-time":"2025-04-21T00:00:00Z","timestamp":1745193600000},"content-version":"vor","delay-in-days":0,"URL":"https:\/\/www.springernature.com\/gp\/researchers\/text-and-data-mining"}],"content-domain":{"domain":["link.springer.com"],"crossmark-restriction":false},"short-container-title":["SOCA"],"published-print":{"date-parts":[[2026,3]]},"DOI":"10.1007\/s11761-025-00452-z","type":"journal-article","created":{"date-parts":[[2025,4,21]],"date-time":"2025-04-21T14:24:36Z","timestamp":1745245476000},"page":"31-46","update-policy":"https:\/\/doi.org\/10.1007\/springer_crossmark_policy","source":"Crossref","is-referenced-by-count":3,"title":["Deep learning for monitoring customer behavior in insurance industry"],"prefix":"10.1007","volume":"20","author":[{"given":"Karthikeyan","family":"Parthasarathy","sequence":"first","affiliation":[]},{"given":"Rajeswaran","family":"Ayyadurai","sequence":"additional","affiliation":[]},{"given":"Naresh Kumar Reddy","family":"Panga","sequence":"additional","affiliation":[]},{"given":"Jyothi","family":"Bobba","sequence":"additional","affiliation":[]},{"given":"Ramya Lakshmi","family":"Bolla","sequence":"additional","affiliation":[]},{"given":"Roseline Oluwaseun","family":"Ogundokun","sequence":"additional","affiliation":[]}],"member":"297","published-online":{"date-parts":[[2025,4,21]]},"reference":[{"issue":"1","key":"452_CR1","doi-asserted-by":"publisher","first-page":"86","DOI":"10.1186\/s40537-019-0249-5","volume":"6","author":"S Arumugam","year":"2019","unstructured":"Arumugam S, Bhargavi R (2019) A survey on driving behaviour analysis in usage-based insurance using big data. J Big Data 6(1):86","journal-title":"J Big Data"},{"issue":"3","key":"452_CR2","doi-asserted-by":"publisher","first-page":"373","DOI":"10.1111\/rmir.12111","volume":"21","author":"KH Kelley","year":"2018","unstructured":"Kelley KH, Fontanetta LM, Heintzman M, Pereira N (2018) Artificial intelligence: implications for social inflation and insurance. Risk Manage Insurance Rev 21(3):373\u2013387","journal-title":"Risk Manage Insurance Rev"},{"key":"452_CR3","doi-asserted-by":"publisher","first-page":"270","DOI":"10.1016\/j.eswa.2019.01.049","volume":"123","author":"I Owadally","year":"2019","unstructured":"Owadally I, Zhou F, Otunba R, Lin J, Wright D (2019) An agent-based system with temporal data mining for monitoring financial stability in insurance markets. Expert Syst Appl 123:270\u2013282","journal-title":"Expert Syst Appl"},{"issue":"3","key":"452_CR4","doi-asserted-by":"publisher","first-page":"7","DOI":"10.5937\/tokosig1903007P","volume":"35","author":"BR Pavlovi\u0107","year":"2019","unstructured":"Pavlovi\u0107 BR (2019) Challenges in the application of machine learning in the insurance industry. Tokovi osiguranja 35(3):7\u201334","journal-title":"Tokovi osiguranja"},{"issue":"1","key":"452_CR5","first-page":"48","volume":"40","author":"XN Nguyen","year":"2019","unstructured":"Nguyen XN, Thaichon P, Nguyen Thanh PV (2019) Customer-perceived value in long-term buyer-supplier relationships: the general B2B insurance sector. Serv Mark Q 40(1):48\u201365","journal-title":"Serv Mark Q"},{"issue":"2","key":"452_CR6","doi-asserted-by":"publisher","first-page":"540","DOI":"10.1080\/07421222.2018.1451957","volume":"35","author":"B Kitchens","year":"2018","unstructured":"Kitchens B, Dobolyi D, Li J, Abbasi A (2018) Advanced customer analytics: strategic value through the integration of relationship-oriented big data. J Manag Inf Syst 35(2):540\u2013574","journal-title":"J Manag Inf Syst"},{"issue":"4","key":"452_CR7","first-page":"21","volume":"3","author":"MM Kamau","year":"2019","unstructured":"Kamau MM, Weda C (2019) Influence of socio-economic factors on the demand for life insurance in Kenya. J Field Actions 3(4):21\u201338","journal-title":"J Field Actions"},{"issue":"1","key":"452_CR8","doi-asserted-by":"publisher","first-page":"1","DOI":"10.1016\/j.jcom.2018.02.001","volume":"6","author":"A Talonen","year":"2018","unstructured":"Talonen A, Holmlund-Rytk\u00f6nen M, Strandvik T (2018) Mental models of customer ownership in the executive board: a case study in the pension insurance sector. J Cooperative Organization Manage 6(1):1\u201310","journal-title":"J Cooperative Organization Manage"},{"issue":"9","key":"452_CR9","doi-asserted-by":"publisher","first-page":"2863","DOI":"10.1007\/s00500-018-3274-y","volume":"23","author":"MF Carfora","year":"2019","unstructured":"Carfora MF, Martinelli F, Mercaldo F, Nardone V, Orlando A, Santone A, Vaglini G (2019) A \u201cpay-how-you-drive\u201d car insurance approach through cluster analysis. Soft Comput 23(9):2863\u20132875","journal-title":"Soft Comput"},{"issue":"2","key":"452_CR10","doi-asserted-by":"publisher","first-page":"294","DOI":"10.1177\/1023263X19830345","volume":"26","author":"P Marano","year":"2019","unstructured":"Marano P (2019) Navigating InsurTech: the digital intermediaries of insurance products and customer protection in the EU. Maastricht J European Comparative Law 26(2):294\u2013315","journal-title":"Maastricht J European Comparative Law"},{"issue":"3","key":"452_CR11","doi-asserted-by":"publisher","first-page":"168781401983388","DOI":"10.1177\/1687814019833882","volume":"11","author":"X Zhang","year":"2019","unstructured":"Zhang X, Ming X, Liu Z, Zheng M, Qu Y (2019) A new customization model for enterprises based on the improved framework of the customer to business: A case study in the automobile industry. Adv Mech Eng 11(3):1687814019833882","journal-title":"Adv Mech Eng"},{"key":"452_CR12","doi-asserted-by":"publisher","first-page":"1000","DOI":"10.1016\/j.asoc.2017.07.027","volume":"70","author":"Y Li","year":"2018","unstructured":"Li Y, Yan C, Liu W, Li M (2018) A principal component analysis-based random forest with the potential nearest neighbour method for automobile insurance fraud identification. Appl Soft Comput 70:1000\u20131009","journal-title":"Appl Soft Comput"},{"key":"452_CR13","unstructured":"Shelerangkon-Nejad-Esfahani M, Eslamian S, Ostad-Ali-Askari K (2018) Analyzing the effect of knowledge management on customer relationship management utilizing organizational factors of banking industry as mediator, case study of Shahr Bank. J Adv Civil Eng Manage"},{"issue":"4","key":"452_CR14","doi-asserted-by":"publisher","DOI":"10.1002\/wics.1462","volume":"11","author":"V Lyubchich","year":"2019","unstructured":"Lyubchich V, Newlands NK, Ghahari A, Mahdi T, Gel YR (2019) Insurance risk assessment in the face of climate change: integrating data science and statistics. Wiley Interdis Rev Comput Stat 11(4):e1462","journal-title":"Wiley Interdis Rev Comput Stat"},{"issue":"1","key":"452_CR15","doi-asserted-by":"publisher","first-page":"63","DOI":"10.1007\/s12297-019-00431-2","volume":"108","author":"R Wiegard","year":"2019","unstructured":"Wiegard R, Guhr N, Krylow S, Breitner MH (2019) Analysis of wearable technologies\u2019 usage for pay-as-you-live tariffs: recommendations for insurance companies. Zeitschrift f\u00fcr die gesamte Versicherungswissenschaft 108(1):63\u201388","journal-title":"Zeitschrift f\u00fcr die gesamte Versicherungswissenschaft"},{"issue":"4","key":"452_CR16","doi-asserted-by":"publisher","first-page":"609","DOI":"10.1007\/s12525-019-00363-w","volume":"29","author":"K Pousttchi","year":"2019","unstructured":"Pousttchi K, Gleiss A (2019) Surrounded by middlemen-how multi-sided platforms change the insurance industry. Electron Mark 29(4):609\u2013629","journal-title":"Electron Mark"},{"issue":"6","key":"452_CR17","doi-asserted-by":"publisher","first-page":"1098","DOI":"10.1108\/IJBM-11-2016-0175","volume":"36","author":"Y Staudt","year":"2018","unstructured":"Staudt Y, Wagner J (2018) What customer, policy and distribution characteristics drive the development of insurance customer relationships?\u202f: A case study analysis. Int J Bank Marketing 36(6):1098\u20131124","journal-title":"Int J Bank Marketing"},{"key":"452_CR18","doi-asserted-by":"publisher","first-page":"87","DOI":"10.1016\/j.dss.2017.11.001","volume":"105","author":"Y Wang","year":"2018","unstructured":"Wang Y, Xu W (2018) Leveraging deep learning with LDA-based text analytics to detect automobile insurance fraud. Decis Support Syst 105:87\u201395","journal-title":"Decis Support Syst"},{"issue":"4","key":"452_CR19","doi-asserted-by":"publisher","first-page":"9","DOI":"10.62650\/ijhrmob.2021.v9.i04.pp9-21","volume":"9","author":"G Thirusubramanian","year":"2021","unstructured":"Thirusubramanian G (2021) Machine learning-driven AI for financial fraud detection in IoT environments. Int J HRM Organizational Behavior 9(4):9\u201325","journal-title":"Int J HRM Organizational Behavior"},{"issue":"2","key":"452_CR20","doi-asserted-by":"publisher","first-page":"1","DOI":"10.62653\/ijmrbs.2023.v12.i02.pp1-15","volume":"12","author":"P Karthikeyan","year":"2023","unstructured":"Karthikeyan P (2023) Enhancing banking fraud detection with neural networks using the harmony search algorithm. Int J Manage Res Business Strategy 12(2):1\u201315","journal-title":"Int J Manage Res Business Strategy"},{"issue":"3","key":"452_CR21","first-page":"2249","volume":"14","author":"RS Mohan","year":"2024","unstructured":"Mohan RS, Muhammad F (2024) Enhancing customer relationship management with artificial intelligence and deep learning: a case study analysis. Int J Manage Res Rev 14(3):2249\u20137196","journal-title":"Int J Manage Res Rev"},{"issue":"1","key":"452_CR22","doi-asserted-by":"publisher","first-page":"215824401989910","DOI":"10.1177\/2158244019899104","volume":"10","author":"J Agyei","year":"2020","unstructured":"Agyei J, Sun S, Abrokwah E, Penney EK, Ofori-Boafo R (2020) Influence of trust on customer engagement: empirical evidence from the insurance industry in Ghana. SAGE Open 10(1):2158244019899104","journal-title":"SAGE Open"},{"issue":"7\u20138","key":"452_CR23","doi-asserted-by":"publisher","first-page":"834","DOI":"10.1080\/14783363.2016.1240611","volume":"29","author":"R Ramamoorthy","year":"2018","unstructured":"Ramamoorthy R, Gunasekaran A, Roy M, Rai BK, Senthilkumar SA (2018) Service quality and its impact on customers\u2019 behavioural intentions and satisfaction: an empirical study of the Indian life insurance sector. Total Qual Manag Bus Excell 29(7\u20138):834\u2013847","journal-title":"Total Qual Manag Bus Excell"},{"issue":"4","key":"452_CR24","doi-asserted-by":"publisher","first-page":"815","DOI":"10.1007\/s10796-017-9775-x","volume":"21","author":"SK Sharma","year":"2019","unstructured":"Sharma SK (2019) Integrating cognitive antecedents into TAM to explain mobile banking behavioural intention: a SEM-neural network modelling. Inf Syst Front 21(4):815\u2013827","journal-title":"Inf Syst Front"},{"issue":"4","key":"452_CR25","doi-asserted-by":"publisher","first-page":"1151","DOI":"10.3390\/su10041151","volume":"10","author":"HT Nguyen","year":"2018","unstructured":"Nguyen HT, Nguyen H, Nguyen ND, Phan AC (2018) Determinants of customer satisfaction and loyalty in Vietnamese life-insurance setting. Sustainability 10(4):1151","journal-title":"Sustainability"},{"issue":"3","key":"452_CR26","first-page":"2249","volume":"14","author":"RS Mohan","year":"2024","unstructured":"Mohan RS, Farhan M (2024) Enhancing customer relationship management with artificial intelligence and deep learning: a case study analysis. Int J Manage Res Rev 14(3):2249\u20137196","journal-title":"Int J Manage Res Rev"},{"key":"452_CR27","doi-asserted-by":"publisher","DOI":"10.1016\/j.dajour.2024.100452","volume":"11","author":"F Akhavan","year":"2024","unstructured":"Akhavan F, Hassannayebi E (2024) A hybrid machine learning with process analytics for predicting customer experience in online insurance services industry. Decision Anal J 11:100452","journal-title":"Decision Anal J"}],"container-title":["Service Oriented Computing and Applications"],"original-title":[],"language":"en","link":[{"URL":"https:\/\/link.springer.com\/content\/pdf\/10.1007\/s11761-025-00452-z.pdf","content-type":"application\/pdf","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/link.springer.com\/article\/10.1007\/s11761-025-00452-z","content-type":"text\/html","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/link.springer.com\/content\/pdf\/10.1007\/s11761-025-00452-z.pdf","content-type":"application\/pdf","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2026,3,6]],"date-time":"2026-03-06T12:37:59Z","timestamp":1772800679000},"score":1,"resource":{"primary":{"URL":"https:\/\/link.springer.com\/10.1007\/s11761-025-00452-z"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2025,4,21]]},"references-count":27,"journal-issue":{"issue":"1","published-print":{"date-parts":[[2026,3]]}},"alternative-id":["452"],"URL":"https:\/\/doi.org\/10.1007\/s11761-025-00452-z","relation":{},"ISSN":["1863-2386","1863-2394"],"issn-type":[{"value":"1863-2386","type":"print"},{"value":"1863-2394","type":"electronic"}],"subject":[],"published":{"date-parts":[[2025,4,21]]},"assertion":[{"value":"30 August 2024","order":1,"name":"received","label":"Received","group":{"name":"ArticleHistory","label":"Article History"}},{"value":"15 March 2025","order":2,"name":"revised","label":"Revised","group":{"name":"ArticleHistory","label":"Article History"}},{"value":"19 March 2025","order":3,"name":"accepted","label":"Accepted","group":{"name":"ArticleHistory","label":"Article History"}},{"value":"21 April 2025","order":4,"name":"first_online","label":"First Online","group":{"name":"ArticleHistory","label":"Article History"}},{"order":1,"name":"Ethics","group":{"name":"EthicsHeading","label":"Declarations"}},{"value":"All authors have made equal contributions to this article.","order":2,"name":"Ethics","group":{"name":"EthicsHeading","label":"Authors\u2019 contributions"}},{"value":"The experimental data used to support the findings of this study are available from the corresponding author upon request.","order":3,"name":"Ethics","group":{"name":"EthicsHeading","label":"Data availability"}},{"value":"The authors did not receive any funding.","order":4,"name":"Ethics","group":{"name":"EthicsHeading","label":"Funding"}},{"value":"The authors declare that they have no known competing financial interests or personal relationships that could have appeared to influence the work reported in this paper.","order":5,"name":"Ethics","group":{"name":"EthicsHeading","label":"Conflict of interest"}},{"value":"Not applicable.","order":6,"name":"Ethics","group":{"name":"EthicsHeading","label":"Ethics approval"}},{"value":"Yes, you can reproduce.","order":7,"name":"Ethics","group":{"name":"EthicsHeading","label":"Permission to reproduce material from other sources"}}]}}