What Emotions Make One or Five Stars? Understanding Ratings of Online Product Reviews by Sentiment Analysis and XAI
Yonsei University（延世大学）
Chaehan So
备注：
To be published in: Lecture Notes in Artificial Intelligence, 1st International Conference on Artificial Intelligence in HCI, AI-HCI, Held as Part of HCI International 2020, Kopenhagen, Denmark, July 19-24, Springer
When people buy products online, they primarily base their decisions on the recommendations of others given in online reviews. The current work analyzed these online reviews by sentiment analysis and used the extracted sentiments as features to predict the product ratings by several machine learning algorithms. These predictions were disentangled by various meth-ods of explainable AI (XAI) to understand whether the model showed any bias during prediction. Study 1 benchmarked these algorithms (knn, support vector machines, random forests, gradient boosting machines, XGBoost) and identified random forests and XGBoost as best algorithms for predicting the product ratings. In Study 2, the analysis of global feature importance identified the sentiment joy and the emotional valence negative as most predictive features. Two XAI visualization methods, local feature attributions and partial dependency plots, revealed several incorrect prediction mechanisms on the instance-level. Performing the benchmarking as classification, Study 3 identified a high no-information rate of 64.4% that indicated high class imbalance as underlying reason for the identified problems. In conclusion, good performance by machine learning algorithms must be taken with caution because the dataset, as encountered in this work, could be biased towards certain predictions. This work demonstrates how XAI methods reveal such prediction bias.
Our study employs sentiment analysis to evaluate the compatibility of Amazon.com reviews with their corresponding ratings. Sentiment analysis is the task of identifying and classifying the sentiment expressed in a piece of text as being positive or negative. On e-commerce websites such as Amazon.com, consumers can submit their reviews along with a specific polarity rating. In some instances, there is a mismatch between the review and the rating. To identify the reviews with mismatched ratings we performed sentiment analysis using deep learning on Amazon.com product review data. Product reviews…
Meituan（美团）；Dalian University of Technology（大连理工大学）
Sentiment analysis has attracted increasing attention in e-commerce. The sentiment polarities underlying user reviews are of great value for business intelligence. Aspect category sentiment analysis (ACSA) and review rating prediction (RP) are two essential tasks to detect the fine-to-coarse sentiment polarities. %Considering the sentiment of the aspects(ACSA) and the overall review rating(RP) simultaneously has the potential to improve the overall performance. ACSA and RP are highly correlated and usually employed jointly in real-world e-commerce scenarios. While most public datasets are cons…
Analysis of online reviews has attracted great attention with broad applications. Often times, the textual reviews are coupled with the numerical ratings in the data. In this work, we propose a probabilistic model to accommodate both textual reviews and overall ratings with consideration of their intrinsic connection for a joint sentiment-topic prediction. The key of the proposed method is to develop a unified generative model where the topic modeling is constructed based on review texts and the sentiment prediction is obtained by combining review texts and overall ratings. The inference of mo…
Drexel University（德雷塞尔大学）；China Central Normal University（华中师范大学）
This paper proposes a new HDP based online review rating regression model named Topic-Sentiment-Preference Regression Analysis (TSPRA). TSPRA combines topics (i.e. product aspects), word sentiment and user preference as regression factors, and is able to perform topic clustering, review rating prediction, sentiment analysis and what we invent as "critical aspect" analysis altogether in one framework. TSPRA extends sentiment approaches by integrating the key concept "user preference" in collaborative filtering (CF) models into consideration, while it is distinct from current CF models by decoup…
We address the rating-inference problem, wherein rather than simply decide whether a review is "thumbs up" or "thumbs down", as in previous sentiment analysis work, one must determine an author's evaluation with respect to a multi-point scale (e.g., one to five "stars"). This task represents an interesting twist on standard multi-class text categorization because there are several different degrees of similarity between class labels; for example, "three stars" is intuitively closer to "four stars" than to "one star". We first evaluate human performance at the task. Then, we apply a meta-algori…
AI explainability improves the transparency of models, making them more trustworthy. Such goals are motivated by the emergence of deep learning models, which are obscure by nature; even in the domain of images, where deep learning has succeeded the most, explainability is still poorly assessed. In the field of image recognition many feature attribution methods have been proposed with the purpose of explaining a model's behavior using visual cues. However, no metrics have been established so far to assess and select these methods objectively. In this paper we propose a consistent evaluation sco…
Collaborative Filtering(CF) recommender is a crucial application in the online market and ecommerce. However, CF recommender has been proven to suffer from persistent problems related to sparsity of the user rating that will further lead to a cold-start issue. Existing methods address the data sparsity issue by applying token-level sentiment analysis that translate text review into sentiment scores as a complement of the user rating. In this paper, we attempt to optimize the sentiment analysis with advanced NLP models including BERT and RoBERTa, and experiment on whether the CF recommender has…
Sentiment Analysis is an important algorithm in Natural Language Processing which is used to detect sentiment within some text. In our project, we had chosen to work on analyzing reviews of various drugs which have been reviewed in form of texts and have also been given a rating on a scale from 1-10. We had obtained this data set from the UCI machine learning repository which had 2 data sets: train and test (split as 75-25\%). We had split the number rating for the drug into three classes in general: positive (7-10), negative (1-4) or neutral(4-7). There are multiple reviews for the drugs that…
We introduce LABR, the largest sentiment analysis dataset to-date for the Arabic language. It consists of over 63,000 book reviews, each rated on a scale of 1 to 5 stars. We investigate the properties of the dataset, and present its statistics. We explore using the dataset for two tasks: (1) sentiment polarity classification; and (2) ratings classification. Moreover, we provide standard splits of the dataset into training, validation and testing, for both polarity and ratings classification, in both balanced and unbalanced settings. We extend our previous work by performing a comprehensive ana…
The sentiment of a given emoji is traditionally calculated by averaging the ratings {-1, 0 or +1} given by various users to a given context where the emoji appears. However, using such formula complicates the statistical significance analysis particularly for low sample sizes. Here, we provide sentiment scores using odds and a sentiment mapping to a 4-icon scale. We show how odds ratio statistics leads to simpler sentiment analysis. Finally, we provide a list of sentiment scores with the often-missing exact p-values and CI for the most common emoji.
Sentiment Analysis aims to get the underlying viewpoint of the text, which could be anything that holds a subjective opinion, such as an online review, Movie rating, Comments on Blog posts etc. This paper presents a novel approach that classify text in two-dimensional Emotional space, based on the sentiments of the author. The approach uses existing lexical resources to extract feature set, which is trained using Supervised Learning techniques.
Exploring Trust Calibration in XAI - The Impact of Exposing Model Limitations to Lay Users
Research Center Trustworthy Data Science and Security（可信数据科学与安全研究中心）；University Alliance Ruhr（鲁尔大学联盟）；University of Duisburg-Essen（杜伊斯堡- Essen大学）；TU Dortmund University（多特蒙德技术大学）
Inha University（仁荷大学）；Rutgers University（罗格斯大学）；Incheon National University（仁川国立大学）
Traffic congestion is rapidly increasing in urban areas, particularly in mega cities. To date, there exist a few sensor network based systems to address this problem. However, these techniques are not suitable enough in terms of monitoring an entire transportation system and delivering emergency services when needed. These techniques require real-time data and intelligent ways to quickly determine traffic activity from useful information. In addition, these existing systems and websites on city transportation and travel rely on rating scores for different factors (e.g., safety, low crime rate,…
In recent years, several online platforms have seen a rapid increase in the number of review systems that request users to provide aspect-level feedback. Document-level Multi-aspect Sentiment Classification (DMSC), where the goal is to predict the ratings/sentiment from a review at an individual aspect level, has become a challenging and imminent problem. To tackle this challenge, we propose a deliberate self-attention-based deep neural network model, namely FEDAR, for the DMSC problem, which can achieve competitive performance while also being able to interpret the predictions made. FEDAR is …
Ferhat Abbas University（费尔哈特·阿巴斯大学）；King Saud University（沙特国王大学）
Recommender systems nowadays are playing an important role in the delivery of services and information to users. Sentiment analysis (also known as opinion mining) is the process of determining the attitude of textual opinions, whether they are positive, negative or neutral. Data sparsity is representing a big issue for recommender systems because of the insufficiency of user rating or absence of data about users or items. This research proposed a hybrid approach combining sentiment analysis and recommender systems to tackle the problem of data sparsity problems by predicting the rating of prod…
Sentiment analysis on user reviews helps to keep track of user reactions towards products, and make advices to users about what to buy. State-of-the-art review-level sentiment classification techniques could give pretty good precisions of above 90%. However, current phrase-level sentiment analysis approaches might only give sentiment polarity labelling precisions of around 70%~80%, which is far from satisfaction and restricts its application in many practical tasks. In this paper, we focus on the problem of phrase-level sentiment polarity labelling and attempt to bridge the gap between phrase-…
King Abdullah II School for Information Technology, The University of Jordan（约旦大学阿卜杜拉二世国王信息技术学院）
With the emergence of Web 2.0 technology and the expansion of on-line social networks, current Internet users have the ability to add their reviews, ratings and opinions on social media and on commercial and news web sites. Sentiment analysis aims to classify these reviews reviews in an automatic way. In the literature, there are numerous approaches proposed for automatic sentiment analysis for different language contexts. Each language has its own properties that makes the sentiment analysis more challenging. In this regard, this work presents a comprehensive survey of existing Arabic sentime…
Manual approvals are still used by banks and other NGOs to approve loans. It takes time and is prone to mistakes because it is controlled by a bank employee. Several fields of machine learning mining technologies have been utilized to enhance various areas of credit rating forecast. A major goal of this research is to look at current sentiment analysis techniques that are being used to generate creditworthiness.
XAI-enhanced Comparative Opinion Mining via Aspect-based Scoring and Semantic Reasoning
VNU University of Engineering（越南工程大学）；Singapore Management University（新加坡管理大学）；Centre Hospitalier Universitaire Vaudois（瓦乌多大学医院）；University of Lausanne（洛桑大学）
We present a statistical parsing framework for sentence-level sentiment classification in this article. Unlike previous works that employ syntactic parsing results for sentiment analysis, we develop a statistical parser to directly analyze the sentiment structure of a sentence. We show that complicated phenomena in sentiment analysis (e.g., negation, intensification, and contrast) can be handled the same as simple and straightforward sentiment expressions in a unified and probabilistic way. We formulate the sentiment grammar upon Context-Free Grammars (CFGs), and provide a formal description o…
In this paper, we introduce a new framework called the sentiment-aspect attribution module (SAAM). SAAM works on top of traditional neural networks and is designed to address the problem of multi-aspect sentiment classification and sentiment regression. The framework works by exploiting the correlations between sentence-level embedding features and variations of document-level aspect rating scores. We demonstrate several variations of our framework on top of CNN and RNN based models. Experiments on a hotel review dataset and a beer review dataset have shown SAAM can improve sentiment analysis …
Understanding the reasons behind the predictions made by deep neural networks is critical for gaining human trust in many important applications, which is reflected in the increasing demand for explainability in AI (XAI) in recent years. Saliency-based feature attribution methods, which highlight important parts of images that contribute to decisions by classifiers, are often used as XAI methods, especially in the field of computer vision. In order to compare various saliency-based XAI methods quantitatively, several approaches for automated evaluation schemes have been proposed; however, ther…
Bhagwan Parshuram Institute of Technology（巴格万·帕舒拉姆技术学院）
Opinion Mining and Sentiment Analysis is a process of identifying opinions in large unstructured/structured data and then analysing polarity of those opinions. Opinion mining and sentiment analysis have found vast application in analysing online ratings, analysing product based reviews, e-governance, and managing hostile content over the internet. This paper proposes an algorithm to implement aspect level sentiment analysis. The algorithm takes input from the remarks submitted by various teachers of a student. An aspect tree is formed which has various levels and weights are assigned to each b…
University of Moratuwa（莫拉图瓦大学）；LIRNEasia（LIRNEasia（亚洲区域信息学研究组织））
The Facebook network allows its users to record their reactions to text via a typology of emotions. This network, taken at scale, is therefore a prime data set of annotated sentiment data. This paper uses millions of such reactions, derived from a decade worth of Facebook post data centred around a Sri Lankan context, to model an eye of the beholder approach to sentiment detection for online Sinhala textual content. Three different sentiment analysis models are built, taking into account a limited subset of reactions, all reactions, and another that derives a positive/negative star rating valu…
Center for Urban Science & Progress New York University（纽约大学城市科学与进步中心）
Many people use Yelp to find a good restaurant. Nonetheless, with only an overall rating for each restaurant, Yelp offers not enough information for independently judging its various aspects such as environment, service or flavor. In this paper, we introduced a machine learning based method to characterize such aspects for particular types of restaurants. The main approach used in this paper is to use a support vector machine (SVM) model to decipher the sentiment tendency of each review from word frequency. Word scores generated from the SVM models are further processed into a polarity index i…
Institute of statistical studies and research (ISSR), Cairo University（开罗大学统计研究与研究所）；Cairo University（开罗大学）
The rise of social media such as blogs and social networks has fueled interest in sentiment analysis. With the proliferation of reviews, ratings, recommendations and other forms of online expression, online opinion has turned into a kind of virtual currency for businesses looking to market their products, identify new opportunities and manage their reputations, therefore many are now looking to the field of sentiment analysis. In this paper, we present a feature-based sentence level approach for Arabic sentiment analysis. Our approach is using Arabic idioms/saying phrases lexicon as a key impo…
Andalusian Research Institute in Data Science and Computational Intelligence（安达卢西亚数据科学与计算智能研究所）；University of Granada（格拉纳达大学）
Decision making models are constrained by taking the expert evaluations with pre-defined numerical or linguistic terms. We claim that the use of sentiment analysis will allow decision making models to consider expert evaluations in natural language. Accordingly, we propose the Sentiment Analysis based Multi-person Multi-criteria Decision Making (SA-MpMcDM) methodology for smarter decision aid, which builds the expert evaluations from their natural language reviews, and even from their numerical ratings if they are available. The SA-MpMcDM methodology incorporates an end-to-end multi-task deep …
Indraprastha Institute of Information Technology Delhi（德里因德拉普拉斯塔信息技术研究所）；Graphic Era（格拉菲克时代大学）
This work studies how we can obtain feature-level ratings of the mobile products from the customer reviews and review votes to influence decision making, both for new customers and manufacturers. Such a rating system gives a more comprehensive picture of the product than what a product-level rating system offers. While product-level ratings are too generic, feature-level ratings are particular; we exactly know what is good or bad about the product. There has always been a need to know which features fall short or are doing well according to the customer's perception. It keeps both the manufact…
Environmental, Social and Governance Sentiment Analysis on Slovene News: A Novel Dataset and Models
Eindhoven University of Technology（埃因霍温理工大学）；Jožef Stefan Institute（约瑟夫·斯特凡研究所）；University of Ljubljana（卢布尔雅那大学）；Queen Mary University of London（伦敦玛丽女王大学）
Existing aspect based sentiment analysis (ABSA) approaches leverage various neural network models to extract the aspect sentiments via learning aspect-specific feature representations. However, these approaches heavily rely on manual tagging of user reviews according to the predefined aspects as the input, a laborious and time-consuming process. Moreover, the underlying methods do not explain how and why the opposing aspect level polarities in a user review lead to the overall polarity. In this paper, we tackle these two problems by designing and implementing a new Multiple-Attention Network (…
