Sentiment analysis is crucial for the advancement of artificial intelligence (AI). Sentiment understanding can help AI to replicate human language and discourse. Studying the formation and response of sentiment state from well-trained Customer Service Representatives (CSRs) can help make the interaction between humans and AI more intelligent. In this paper, a sentiment analysis pipeline is first carried out with respect to real-world multi-party conversations - that is, service calls. Based on the acoustic and linguistic features extracted from the source information, a novel aggregated method for voice sentiment recognition framework is built. Each party's sentiment pattern during the communication is investigated along with the interaction sentiment pattern between all parties.
Twitter customer service interactions have recently emerged as an effective platform to respond and engage with customers. In this work, we explore the role of negation in customer service interactions, particularly applied to sentiment analysis. We define rules to identify true negation cues and scope more suited to conversational data than existing general review data. Using semantic knowledge and syntactic structure from constituency parse trees, we propose an algorithm for scope detection that performs comparable to state of the art BiLSTM. We further investigate the results of negation sc…
How could a product or service is reasonably evaluated by anyone in the shortest time? A million dollar question but it is having a simple answer: Sentiment analysis. Sentiment analysis is consumers review on products and services which helps both the producers and consumers (stakeholders) to take effective and efficient decision within a shortest period of time. Producers can have better knowledge of their products and services through the sentiment analysis (ex. positive and negative comments or consumers likes and dislikes) which will help them to know their products status (ex. product lim…
Several messages express opinions about events, products, and services, political views or even their author's emotional state and mood. Sentiment analysis has been used in several applications including analysis of the repercussions of events in social networks, analysis of opinions about products and services, and simply to better understand aspects of social communication in Online Social Networks (OSNs). There are multiple methods for measuring sentiments, including lexical-based approaches and supervised machine learning methods. Despite the wide use and popularity of some methods, it is …
Ton Duc Thang University（顿德唐大学）；Lac Hong University（乐鸿大学）
Sentiment analysis or opinion mining aims to determine attitudes, judgments and opinions of customers for a product or a service. This is a great system to help manufacturers or servicers know the satisfaction level of customers about their products or services. From that, they can have appropriate adjustments. We use a popular machine learning method, being Support Vector Machine, combine with the library in Waikato Environment for Knowledge Analysis (WEKA) to build Java web program which analyzes the sentiment of English comments belongs one in four types of woman products. That are dresses,…
Chittagong University of Engineering and Technology（吉大港工程技术大学）
The amount of textual data generation has increased enormously due to the effortless access of the Internet and the evolution of various web 2.0 applications. These textual data productions resulted because of the people express their opinion, emotion or sentiment about any product or service in the form of tweets, Facebook post or status, blog write up, and reviews. Sentiment analysis deals with the process of computationally identifying and categorizing opinions expressed in a piece of text, especially in order to determine whether the writer's attitude toward a particular topic is positive,…
As one of the most extensive social networking services, Twitter has more than 300 million active users as of 2022. Among its many functions, Twitter is now one of the go-to platforms for consumers to share their opinions about products or experiences, including flight services provided by commercial airlines. This study aims to measure customer satisfaction by analyzing sentiments of Tweets that mention airlines using a machine learning approach. Relevant Tweets are retrieved from Twitter's API and processed through tokenization and vectorization. After that, these processed vectors are passe…
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…
Beijing University of Posts and Telecommunications（北京邮电大学）
With the development of online travel services, it has great application prospects to timely mine users' evaluation emotions for travel services and use them as indicators to guide the improvement of online travel service quality. In this paper, we study the text sentiment classification of online travel reviews based on social media online comments and propose the SCCL model based on capsule network and sentiment lexicon. SCCL model aims at the lack of consideration of local features and emotional semantic features of the text in the language model that can efficiently extract text context fe…
School of Computer Science and Engineering, Nanyang Technological University（南洋理工大学计算机科学与工程学院）
Subjectivity detection is the task of identifying objective and subjective sentences. Objective sentences are those which do not exhibit any sentiment. So, it is desired for a sentiment analysis engine to find and separate the objective sentences for further analysis, e.g., polarity detection. In subjective sentences, opinions can often be expressed on one or multiple topics. Aspect extraction is a subtask of sentiment analysis that consists in identifying opinion targets in opinionated text, i.e., in detecting the specific aspects of a product or service the opinion holder is either praising …
The social media network phenomenon leads to a massive amount of valuable data that is available online and easy to access. Many users share images, videos, comments, reviews, news and opinions on different social networks sites, with Twitter being one of the most popular ones. Data collected from Twitter is highly unstructured, and extracting useful information from tweets is a challenging task. Twitter has a huge number of Arabic users who mostly post and write their tweets using the Arabic language. While there has been a lot of research on sentiment analysis in English, the amount of resea…
In the last couple decades, social network services like Twitter have generated large volumes of data about users and their interests, providing meaningful business intelligence so organizations can better understand and engage their customers. All businesses want to know who is promoting their products, who is complaining about them, and how are these opinions bringing or diminishing value to a company. Companies want to be able to identify their high-value customers and quantify the value each user brings. Many businesses use social media metrics to calculate the user contribution score, whi…
Sentiment analysis has been widely used by businesses for social media opinion mining, especially in the financial services industry, where customers' feedbacks are critical for companies. Recent progress of neural network models has achieved remarkable performance on sentiment classification, while the lack of classification interpretation may raise the trustworthy and many other issues in practice. In this work, we study the problem of improving the explainability of existing sentiment classifiers. We propose two data augmentation methods that create additional training examples to help impr…
Sentiment analysis of social media data consists of attitudes, assessments, and emotions which can be considered a way human think. Understanding and classifying the large collection of documents into positive and negative aspects are a very difficult task. Social networks such as Twitter, Facebook, and Instagram provide a platform in order to gather information about peoples sentiments and opinions. Considering the fact that people spend hours daily on social media and share their opinion on various different topics helps us analyze sentiments better. More and more companies are using social …
Most of the existing pre-trained language representation models neglect to consider the linguistic knowledge of texts, which can promote language understanding in NLP tasks. To benefit the downstream tasks in sentiment analysis, we propose a novel language representation model called SentiLARE, which introduces word-level linguistic knowledge including part-of-speech tag and sentiment polarity (inferred from SentiWordNet) into pre-trained models. We first propose a context-aware sentiment attention mechanism to acquire the sentiment polarity of each word with its part-of-speech tag by querying…
Erasmus University Rotterdam（伊拉斯姆斯大学鹿特丹分校）；Bucharest University of Economic Studies（布加勒斯特经济研究大学）
The increasing popularity of the Web has subsequently increased the abundance of reviews on products and services. Mining these reviews for expressed sentiment is beneficial for both companies and consumers, as quality can be improved based on this information. In this paper, we consider the state-of-the-art HAABSA++ algorithm for aspect-based sentiment analysis tasked with identifying the sentiment expressed towards a given aspect in review sentences. Specifically, we train the neural network part of this algorithm using an adversarial network, a novel machine learning training method where a…
University of Stirling（斯特林大学）；University Mediterranea of Reggio Calabria（雷焦卡拉布里亚地中海大学）；Glasgow Caledonian University（格拉斯哥卡利多尼安大学）
The rise of social media is enabling people to freely express their opinions about products and services. The aim of sentiment analysis is to automatically determine subject's sentiment (e.g., positive, negative, or neutral) towards a particular aspect such as topic, product, movie, news etc. Deep learning has recently emerged as a powerful machine learning technique to tackle a growing demand of accurate sentiment analysis. However, limited work has been conducted to apply deep learning algorithms to languages other than English, such as Persian. In this work, two deep learning models (deep a…
Ensembling Multilingual Transformers for Robust Sentiment Analysis of Tweets
Department of Computer Science, University of South Carolina, USA（南卡罗来纳大学计算机科学系）；Artificial Intelligence Institute, University of South Carolina, USA（南卡罗来纳大学人工智能研究所）；Department of Civil, Environmental, and Ocean Engineering, Stevens Institute of Technology, New Jersey, USA（史蒂文斯理工学院土木、环境与海洋工程系）；School of Computing, University of Nebraska–Lincoln, Lincoln, Nebraska, USA（内布拉斯加大学林肯分校计算机学院）；Department of Computer Science, Bowling Green State University, Bowling Green, Ohio, USA（伯灵顿州立大学计算机科学系）
Prominent applications of sentiment analysis are countless, covering areas such as marketing, customer service and communication. The conventional bag-of-words approach for measuring sentiment merely counts term frequencies; however, it neglects the position of the terms within the discourse. As a remedy, we develop a discourse-aware method that builds upon the discourse structure of documents. For this purpose, we utilize rhetorical structure theory to label (sub-)clauses according to their hierarchical relationships and then assign polarity scores to individual leaves. To learn from the resu…
There is a new generation of emoticons, called emojis, that is increasingly being used in mobile communications and social media. In the past two years, over ten billion emojis were used on Twitter. Emojis are Unicode graphic symbols, used as a shorthand to express concepts and ideas. In contrast to the small number of well-known emoticons that carry clear emotional contents, there are hundreds of emojis. But what are their emotional contents? We provide the first emoji sentiment lexicon, called the Emoji Sentiment Ranking, and draw a sentiment map of the 751 most frequently used emojis. The s…
Tsinghua University（清华大学）；University of Illinois at Chicago（伊利诺伊大学芝加哥分校）
Question-answering plays an important role in e-commerce as it allows potential customers to actively seek crucial information about products or services to help their purchase decision making. Inspired by the recent success of machine reading comprehension (MRC) on formal documents, this paper explores the potential of turning customer reviews into a large source of knowledge that can be exploited to answer user questions.~We call this problem Review Reading Comprehension (RRC). To the best of our knowledge, no existing work has been done on RRC. In this work, we first build an RRC dataset ca…
App IO is an app developed for the Italian PA. It is definitely useful for citizens to interact with the PA and to get services that were not digitized yet. Nevertheless, it was not perceived in a good way by the citizens and it has been criticized. As we wanted to find the root that caused all these bad reviews we scraped feedback from mobile app stores using custom-coded automated tools and - after that - we trained two machine learning models to perform both sentiment analysis and emotion detection to understand what caused the bad reviews.
Multimodal sentiment analysis has recently gained popularity because of its relevance to social media posts, customer service calls and video blogs. In this paper, we address three aspects of multimodal sentiment analysis; 1. Cross modal interaction learning, i.e. how multiple modalities contribute to the sentiment, 2. Learning long-term dependencies in multimodal interactions and 3. Fusion of unimodal and cross modal cues. Out of these three, we find that learning cross modal interactions is beneficial for this problem. We perform experiments on two benchmark datasets, CMU Multimodal Opinion …
This paper aims at an aspect sentiment model for aspect-based sentiment analysis (ABSA) focused on micro reviews. This task is important in order to understand short reviews majority of the users write, while existing topic models are targeted for expert-level long reviews with sufficient co-occurrence patterns to observe. Current methods on aggregating micro reviews using metadata information may not be effective as well due to metadata absence, topical heterogeneity, and cold start problems. To this end, we propose a model called Micro Aspect Sentiment Model (MicroASM). MicroASM is based on …
University of Texas Health Science Center（得克萨斯大学健康科学中心）；Jadavpur University（贾达普大学）；IIIT Sri City（斯里城国际信息技术研究所）
Sentiment analysis is essential in many real-world applications such as stance detection, review analysis, recommendation system, and so on. Sentiment analysis becomes more difficult when the data is noisy and collected from social media. India is a multilingual country; people use more than one languages to communicate within themselves. The switching in between the languages is called code-switching or code-mixing, depending upon the type of mixing. This paper presents overview of the shared task on sentiment analysis of code-mixed data pairs of Hindi-English and Bengali-English collected fr…
Konya Technical University（科尼亚技术大学）；University of Manouba（马努巴大学）；University of Colorado（科罗拉多大学）
Social media reflects the public attitudes towards specific events. Events are often related to persons, locations or organizations, the so-called Named Entities. This can define Named Entities as sentiment-bearing components. In this paper, we dive beyond Named Entities recognition to the exploitation of sentiment-annotated Named Entities in Arabic sentiment analysis. Therefore, we develop an algorithm to detect the sentiment of Named Entities based on the majority of attitudes towards them. This enabled tagging Named Entities with proper tags and, thus, including them in a sentiment analysis…
Web 2.0 services have enabled people to express their opinions, experience and feelings in the form of user-generated content. Sentiment analysis or opinion mining involves identifying, classifying and aggregating opinions as per their positive or negative polarity. This paper investigates the efficacy of different implementations of Self-Organizing Maps (SOM) for sentiment based visualization and classification of online reviews. Specifically, this paper implements the SOM algorithm for both supervised and unsupervised learning from text documents. The unsupervised SOM algorithm is implemente…
Newsletters and social networks can reflect the opinion about the market and specific stocks from the perspective of analysts and the general public on products and/or services provided by a company. Therefore, sentiment analysis of these texts can provide useful information to help investors trade in the market. In this paper, a hierarchical stack of Transformers model is proposed to identify the sentiment associated with companies and stocks, by predicting a score (of data type real) in a range between -1 and +1. Specifically, we fine-tuned a RoBERTa model to process headlines and microblogs…
This project addresses the problem of sentiment analysis in twitter; that is classifying tweets according to the sentiment expressed in them: positive, negative or neutral. Twitter is an online micro-blogging and social-networking platform which allows users to write short status updates of maximum length 140 characters. It is a rapidly expanding service with over 200 million registered users - out of which 100 million are active users and half of them log on twitter on a daily basis - generating nearly 250 million tweets per day. Due to this large amount of usage we hope to achieve a reflecti…
With the acceptance of Western culture and science, Traditional Chinese Medicine (TCM) has become a controversial issue in China. So, it's important to study the public's sentiment and opinion on TCM. The rapid development of online social network, such as twitter, make it convenient and efficient to sample hundreds of millions of people for the aforementioned sentiment study. To the best of our knowledge, the present work is the first attempt that applies sentiment analysis to the domain of TCM on Sina Weibo (a twitter-like microblogging service in China). In our work, firstly we collect twee…
Sentiment analysis is a widely studied NLP task where the goal is to determine opinions, emotions, and evaluations of users towards a product, an entity or a service that they are reviewing. One of the biggest challenges for sentiment analysis is that it is highly language dependent. Word embeddings, sentiment lexicons, and even annotated data are language specific. Further, optimizing models for each language is very time consuming and labor intensive especially for recurrent neural network models. From a resource perspective, it is very challenging to collect data for different languages. In…
International Institute of Information Technology, Hyderabad（海得拉巴国际信息技术研究所）
Sentiment analysis, also called opinion mining, is the field of study that analyzes people's opinions,sentiments, attitudes and emotions. Songs are important to sentiment analysis since the songs and mood are mutually dependent on each other. Based on the selected song it becomes easy to find the mood of the listener, in future it can be used for recommendation. The song lyric is a rich source of datasets containing words that are helpful in analysis and classification of sentiments generated from it. Now a days we observe a lot of inter-sentential and intra-sentential code-mixing in songs whi…
Language Technologies Research Centre（语言技术研究中心）；KCIS, IIIT Hyderabad（海得拉巴国际信息技术研究所知识计算与集成系统中心）
The phenomenon of mixing the vocabulary and syntax of multiple languages within the same utterance is called Code-Mixing. This is more evident in multilingual societies. In this paper, we have developed a system for SemEval 2020: Task 9 on Sentiment Analysis for Code-Mixed Social Media Text. Our system first generates two types of embeddings for the social media text. In those, the first one is character level embeddings to encode the character level information and to handle the out-of-vocabulary entries and the second one is FastText word embeddings for capturing morphology and semantics. Th…
Heritage Institute of Technology（遗产技术学院）；Institute of Engineering & Management（工程与管理学院）
The advent of Web 2.0 has led to an increase in the amount of sentimental content available in the Web. Such content is often found in social media web sites in the form of movie or product reviews, user comments, testimonials, messages in discussion forums etc. Timely discovery of the sentimental or opinionated web content has a number of advantages, the most important of all being monetization. Understanding of the sentiments of human masses towards different entities and products enables better services for contextual advertisements, recommendation systems and analysis of market trends. The…
Sentiment Analysis of Code-Mixed Languages leveraging Resource Rich Languages
Language Technologies Research Centre (LTRC)（语言技术研究中心）；Kohli Center on Intelligent Systems (KCIS)（科利智能系统中心）；International Institute of Information Technology, Hyderabad（海得拉巴国际信息技术学院）
AHaSIS: Shared Task on Sentiment Analysis for Arabic Dialects
School of Computing and Communications, Lancaster University, UK（计算与通信学院，兰卡斯特大学，英国）；Jazan University, Saudi Arabia（朱兹安大学，沙特阿拉伯）；Mohammed VI Polytechnic University, Morocco（穆莱·易卜拉欣·聚technic大学，摩洛哥）；King Fahd University of Petroleum and Minerals, Saudi Arabia（国王 Fahd石油和矿物大学，沙特阿拉伯）
TEI of Thessaloniki（塞萨洛尼基技术教育学院）；mSensis S.A.（mSensis股份公司）
Automated sentiment analysis and opinion mining is a complex process concerning the extraction of useful subjective information from text. The explosion of user generated content on the Web, especially the fact that millions of users, on a daily basis, express their opinions on products and services to blogs, wikis, social networks, message boards, etc., render the reliable, automated export of sentiments and opinions from unstructured text crucial for several commercial applications. In this paper, we present a novel hybrid vectorization approach for textual resources that combines a weighted…
St. Luke's Medical Center - College of Medicine（圣卢克医疗中心医学院）
At the peak of the COVID-19 pandemic, numerous countries worldwide sought to mobilize vaccination campaigns in an attempt to curb the spread and number of deaths caused by the virus. One avenue in which information regarding COVID vaccinations is propagated is that of scientific articles, which provide a certain level of credibility regarding this. Hence, this increases the probability that people who view these articles would get vaccinated if the articles convey a positive message on vaccinations and conversely decreases the probability of vaccinations if the articles convey a negative messa…
In this work, we propose a framework relying solely on chat-based customer support (CS) interactions for predicting the recommendation decision of individual users. For our case study, we analyzed a total number of 16.4k users and 48.7k customer support conversations within the financial vertical of a large e-commerce company in Latin America. Consequently, our main contributions and objectives are to use Natural Language Processing (NLP) to assess and predict the recommendation behavior where, in addition to using static sentiment analysis, we exploit the predictive power of each user's senti…
The e-commerce has started a new trend in natural language processing through sentiment analysis of user-generated reviews. Different consumers have different concerns about various aspects of a specific product or service. Aspect category detection, as a subtask of aspect-based sentiment analysis, tackles the problem of categorizing a given review sentence into a set of pre-defined aspect categories. In recent years, deep learning approaches have brought revolutionary advances in multiple branches of natural language processing including sentiment analysis. In this paper, we propose a deep ne…
African Institute for Mathematical Sciences（非洲数学科学研究所）；University of Cape Town（开普敦大学）；South African Astronomical Observatory（南非天文台）
The ability to identify sentiment in text, referred to as sentiment analysis, is one which is natural to adult humans. This task is, however, not one which a computer can perform by default. Identifying sentiments in an automated, algorithmic manner will be a useful capability for business and research in their search to understand what consumers think about their products or services and to understand human sociology. Here we propose two new Genetic Algorithms (GAs) for the task of automated text sentiment analysis. The GAs learn whether words occurring in a text corpus are either sentiment o…
Huazhong University of Science and Technology（华中科技大学）；Beijing Institute of Technology（北京理工大学）；Institute of Computing Technology, Chinese Academy of Sciences（中国科学院计算技术研究所）；Naval University of Engineering（海军工程大学）
Aspect-based sentiment analysis (ABSA) is a fine-grained sentiment analysis task that aims to align aspects and corresponding sentiments for aspect-specific sentiment polarity inference. It is challenging because a sentence may contain multiple aspects or complicated (e.g., conditional, coordinating, or adversative) relations. Recently, exploiting dependency syntax information with graph neural networks has been the most popular trend. Despite its success, methods that heavily rely on the dependency tree pose challenges in accurately modeling the alignment of the aspects and their words indica…
University of Stirling（斯特灵大学）；Edinburgh Napier University（爱丁堡龙比亚大学）；Chinese Academy of Sciences（中国科学院）
Social media hold valuable, vast and unstructured information on public opinion that can be utilized to improve products and services. The automatic analysis of such data, however, requires a deep understanding of natural language. Current sentiment analysis approaches are mainly based on word co-occurrence frequencies, which are inadequate in most practical cases. In this work, we propose a novel hybrid framework for concept-level sentiment analysis in Persian language, that integrates linguistic rules and deep learning to optimize polarity detection. When a pattern is triggered, the framewor…
Institute of Computing and Information Technology, Gomal University（戈马尔大学计算与信息技术学院）
Rapid increase in internet users along with growing power of online review sites and social media has given birth to sentiment analysis or opinion mining, which aims at determining what other people think and comment. Sentiments or Opinions contain public generated content about products, services, policies and politics. People are usually interested to seek positive and negative opinions containing likes and dislikes, shared by users for features of particular product or service. This paper proposed sentence-level lexical based domain independent sentiment classification method for different …
