April 22, 2025 | 12:00 - 12:30 pm ET 

Webinars

MSI Webinar: Screening Consumer Complaints for Safety Concerns: A Topic Model for Decision

Consumer complaints often signal product recalls, but firms and regulators struggle to track patterns due to limited resources and unstructured data.
To solve this, we developed an AI-driven model (HDPYP) that analyzes complaints in real time, identifying defect trends and predicting recall risks. Applied to the U.S. auto industry, this approach helps manufacturers proactively address issues, reduce losses, and improve safety. Regulators can better prioritize complaints, speed up investigations, and ensure recall notices reflect real consumer concerns—all with minimal manual effort.

speaker

Jia Liu

Hong Kong University of Science and Technology

LIU Jia is an Associate Professor of Marketing and an (Affiliated) Associate Professor of Industrial Engineering and Decision Analytics (IEDA) at Hong Kong University of Science and Technology (HKUST). Her research interests have covered a broad range of areas, including consumer search, advertising, pricing, recommender systems, user generated content, livestreaming ecommerce, big data analytics, revenue management, and AI. Jia has an extensive experience in working with various companies in different sectors, including Microsoft, Meta, travel search engine companies, knowledge-sharing platforms, retail companies, e-commerce platforms, media and AI companies. Her research has been published in several leading journals and also won several distinguished awards, including the 2018 John Little award for best marketing paper published in Marketing Science or Management Science. She is the recipient of the 2023 MSI Young Scholar. Jia is on the editorial review board of Marketing Science, the Journal of Marketing Research, and the Journal of Consumer Research. Prior joining HKUST in 2018, Jia was a Postdoc researcher at Microsoft Research (NYC). She holds a Ph.D. in Marketing from Columbia University, a M.S. in Statistics, and a B.S. in Mathematics.

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