Slide Deck

Using NLP on Social Media to Assess Consumer Risks With Digital Lending Apps in India

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This slide deck is related to the CGAP blog “Analyzing Social Media to Spot Digital Consumer Credit Risks in India” (September 2021).

This slide deck presents the findings of research conducted as part of CGAP's Protecting Vulnerable Customers project on digital consumer credit in India. The research, conducted in collaboration with Daryl Collins and her team, tests a tool that can help monitor market risks and support the collective voice of consumers. By analyzing customer complaints and feedback on Twitter and reviews of digital lending apps on Google Play, the research presents insights on emerging customer risks from digital consumer loans. The benefits and limitations of using the methodology are also discussed.


This work was funded in whole or in part by CGAP. Unlike CGAP's official publications, it has not been peer reviewed or edited by CGAP, and any conclusions or viewpoints expressed are those of the authors, and they may or may not reflect the views of CGAP staff.

About this Publication

By Daryl Collins, Eric Duflos, Jayshree Venkatesan, Juan Carlos Izaguirre, Majorie Chalwe Mulenga, Prava Reddy, Marcia Almeida Mendes & Derry Moore