2021.AI Loan Rejection
Storyboard Text
- Calling support
- Would like to know why my loan request was rejected. Tell me?
- One moment. Let me check!
- Find reasons for rejection
- Seems angry! Just read quickly through the application
- Loan ApplicationJohn Doe
- Answer
- Hmm. I do not trust them. Takes a long time to answer. How come?
- Loan ApplicationJohn Doe
- It is rejected because......!
- Customer was rejected a loan and is frustrated and wants an explanation
- Alternative: Calling support
- Was rejected because I was in RKI > 2 years. Can you do something?
- One moment. Let me check!
- Supporter is reading through the application trying to find the reason behind the automatic rejection. Through experience she will get quicker over time
- Checking reasons for rejection
- Top 4 Reasons for Rejection RKI > 2 Years - Low Income - Age 18-21 - Address -
- Lets give him the 3 extra reasons and tell him how he can improve his chances in the future
- While still reading supporter providing reasons and as the answers do not come quickly customer is inclined not to trust the answers and do not know what to do.
- Answer + Improvement suggestion
- What can I do know?
- Maybe you can find a better paid job and get removed from RKI
- Customer was rejected a loan and explained it was mainly due to him being in RKI for more than 2 years. He would like some more feedback and what he can do to improve his situation. Note: Providing the instant feedback should diminish the number of calls to support in general
- Quickly she finds the primary reasons. Random Forest Model was used for rejection the customer and SHAP values can for the single observation now be introduced to tell the main features behind the rejection
- Loan ApplicationJohn Doe
- Supporter explains at first the other main reasons and then ends giving some advice that is tangible for the customer. The multiple reasons coming quickly provides trust to the customer in the results and therefore will be more reluctant to arguing.
- Top 4 Reasons for Rejection RKI > 2 Years - Low Income - Age 18-21 - Address -
- Loan ApplicationJohn Doe
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