Investigation Into Explainable Recommender System as a Digital Tool for Enticing Customers

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Abstract Economic melt-down and increased cost of operations have made Financial Institutions rely more on digital platforms to acquire customers. Financial Institutions must sell more products and services through digital platforms for customer acquisition. However, the right and personalized products have to be suggested in a manner that will entice customers. There is, therefore, the need for financial institutions to deploy explainable recommender systems. This paper investigated Explainable Recommender System (ERS) in the finance domain in two aspects: an investigation into existing and recent methods of enticing customers leveraging on explainable recommendations is presented, then a systematic review of published articles from 2018 to date in the finance domain. Based on this investigation, there was a need to find criteria for designing an ERS and its performance evaluation for efficient use. Despite the increasing research on ERSs, researchers should give more attention to evaluating these explanations for optimum performance.

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