Sentiment analysis is one of the fastest spreading research areas in computer science, making it challenging to keep track of all the activities in the area. We present a customer feedback reviews on product, where we utilize opinion mining, text mining and sentiments, which has affected the surrounded world by changing their opinion on a specific product. Data used in this study are online product reviews collected from Amazon.com. We performed a comparative sentiment analysis of retrieved reviews. This research paper provides you with sentimental analysis of various smart phone opinions on smart phones dividing them Positive, Negative and Neutral Behaviour.
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…
Prior work on sentiment analysis using weak supervision primarily focuses on different reviews such as movies (IMDB), restaurants (Yelp), products (Amazon).~One under-explored field in this regard is customer chat data for a customer-agent chat in customer support due to the lack of availability of free public data. Here, we perform sentiment analysis on customer chat using weak supervision on our in-house dataset. We fine-tune the pre-trained language model (LM) RoBERTa as a sentiment classifier using weak supervision. Our contribution is as follows:1) We show that by using weak sentiment cla…
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…
Today's business ecosystem has become very competitive. Customer satisfaction has become a major focus for business growth. Business organizations are spending a lot of money and human resources on various strategies to understand and fulfill their customer's needs. But, because of defective manual analysis on multifarious needs of customers, many organizations are failing to achieve customer satisfaction. As a result, they are losing customer's loyalty and spending extra money on marketing. We can solve the problems by implementing Sentiment Analysis. It is a combined technique of Natural Lan…
Nanyang Technological University（南洋理工大学）；University of Geneva（日内瓦大学）
Hiring robots for the workplaces is a challenging task as robots have to cater to customer demands, follow organizational protocols and behave with social etiquette. In this study, we propose to have a humanoid social robot, Nadine, as a customer service agent in an open social work environment. The objective of this study is to analyze the effects of humanoid robots on customers at work environment, and see if it can handle social scenarios. We propose to evaluate these objectives through two modes, namely, survey questionnaire and customer feedback. We also propose a novel approach to analyz…
University of Delaware（特拉华大学）；IBM Almaden Research（IBM阿尔马登研究中心）
A massive amount of reviews are generated daily from various platforms. It is impossible for people to read through tons of reviews and to obtain useful information. Automatic summarizing customer reviews thus is important for identifying and extracting the essential information to help users to obtain the gist of the data. However, as customer reviews are typically short, informal, and multifaceted, it is extremely challenging to generate topic-wise summarization.While there are several studies aims to solve this issue, they are heuristic methods that are developed only utilizing customer rev…
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…
Punjab University College of Information Technology（旁遮普大学信息技术学院）；University of the Punjab（旁遮普大学）
Text mining is a broad field having sentiment mining as its important constituent in which we try to deduce the behavior of people towards a specific item, merchandise, politics, sports, social media comments, review sites etc. Out of many issues in sentiment mining, analysis and classification, one major issue is that the reviews and comments can be in different languages like English, Arabic, Urdu etc. Handling each language according to its rules is a difficult task. A lot of research work has been done in English Language for sentiment analysis and classification but limited sentiment anal…
Suggestion mining is increasingly becoming an important task along with sentiment analysis. In today's cyberspace world, people not only express their sentiments and dispositions towards some entities or services, but they also spend considerable time sharing their experiences and advice to fellow customers and the product/service providers with two-fold agenda: helping fellow customers who are likely to share a similar experience, and motivating the producer to bring specific changes in their offerings which would be more appreciated by the customers. In our current work, we propose a hybrid …
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,…
New York University（纽约大学）；University of California, Riverside（加州大学河滨分校）
With the popularity of social networks, and e-commerce websites, sentiment analysis has become a more active area of research in the past few years. On a high level, sentiment analysis tries to understand the public opinion about a specific product or topic, or trends from reviews or tweets. Sentiment analysis plays an important role in better understanding customer/user opinion, and also extracting social/political trends. There has been a lot of previous works for sentiment analysis, some based on hand-engineering relevant textual features, and others based on different neural network archit…
Hong Kong University of Science and Technology（香港科技大学）；University of Southern California（南加州大学）；University of Hong Kong（香港大学）
In this paper, we propose a variational approach to unsupervised sentiment analysis. Instead of using ground truth provided by domain experts, we use target-opinion word pairs as a supervision signal. For example, in a document snippet "the room is big," (room, big) is a target-opinion word pair. These word pairs can be extracted by using dependency parsers and simple rules. Our objective function is to predict an opinion word given a target word while our ultimate goal is to learn a sentiment classifier. By introducing a latent variable, i.e., the sentiment polarity, to the objective function…
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…
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 …
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…
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,…
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）
A Long Short-Term Memory (LSTM) Model for Business Sentiment Analysis Based on Recurrent Neural Network
Department of Computer Science and Engineering University of Asia Pacific（计算机科学与工程系亚洲太平洋大学）；Department of Computer Science and Engineering Bangladesh University of Business and Technology（孟加拉国商业与技术大学计算机科学与工程系）
Islamic Azad University, Central Tehran Branch（伊斯兰阿扎德大学德黑兰中央分校）；Kharazmi University（哈拉兹米大学）
Sentiment analysis aims to extract people's emotions and opinion from their comments on the web. It widely used in businesses to detect sentiment in social data, gauge brand reputation, and understand customers. Most of articles in this area have concentrated on the English language whereas there are limited resources for Persian language. In this review paper, recent published articles between 2018 and 2022 in sentiment analysis in Persian Language have been collected and their methods, approach and dataset will be explained and analyzed. Almost all the methods used to solve sentiment analysi…
In this paper, we address customer review understanding problems by using supervised machine learning approaches, in order to achieve a fully automatic review aspects categorisation and sentiment analysis. In general, such supervised learning algorithms require domain-specific expert knowledge for generating high quality labeled training data, and the cost of labeling can be very high. To achieve an in-production customer review machine learning enabled analysis tool with only a limited amount of data and within a reasonable training data collection time, we propose to use pre-trained language…
Satisfaction measurement, which emerges in every sector today, is a very important factor for many companies. In this study, it is aimed to reach the highest accuracy rate with various machine learning algorithms by using the data on Yemek Sepeti and variations of this data. The accuracy values of each algorithm were calculated together with the various natural language processing methods used. While calculating these accuracy values, the parameters of the algorithms used were tried to be optimized. The models trained in this study on labeled data can be used on unlabeled data and can give com…
Bridging Emotions and Architecture: Sentiment Analysis in Modern Distributed Systems
Columbia University（哥伦比亚大学）；North Carolina State University（北卡罗来纳州立大学）；Harrisburg University of Science and Technology（哈里斯堡科技大学）；Old Dominion University（奥多明尼昂大学）
NEC Labs Europe（NEC欧洲实验室）；The University of Hong Kong（香港大学）
The text of a review expresses the sentiment a customer has towards a particular product. This is exploited in sentiment analysis where machine learning models are used to predict the review score from the text of the review. Furthermore, the products costumers have purchased in the past are indicative of the products they will purchase in the future. This is what recommender systems exploit by learning models from purchase information to predict the items a customer might be interested in. We propose TransRev, an approach to the product recommendation problem that integrates ideas from recomm…
The rapid growth in data on the internet requires a data mining process to reach a decision to support insight. The Persian language has strong potential for deep research in any aspect of natural language processing, especially sentimental analysis approach. Thousands of websites and blogs updates and modifies by Persian users around the world that contains millions of Persian context. This range of application requires a comprehensive structured framework to extract beneficial information for helping enterprises to enhance their business and initiate a customer-centric management process by …
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…
Opinion mining is the branch of computation that deals with opinions, appraisals, attitudes, and emotions of people and their different aspects. This field has attracted substantial research interest in recent years. Aspect-level (called aspect-based opinion mining) is often desired in practical applications as it provides detailed opinions or sentiments about different aspects of entities and entities themselves, which are usually required for action. Aspect extraction and entity extraction are thus two core tasks of aspect-based opinion mining. his paper has presented a framework of aspect-b…
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 (…
Sentiment analysis is a costly yet necessary task for enterprises to study the opinions of their customers to improve their products and to determine optimal marketing strategies. Due to the existence of a wide range of domains across different products and services, cross-domain sentiment analysis methods have received significant attention. These methods mitigate the domain gap between different applications by training cross-domain generalizable classifiers which help to relax the need for data annotation for each domain. Most existing methods focus on learning domain-agnostic representatio…
Sentiment analysis is a branch of Natural Language Processing (NLP) which goal is to assign sentiments or emotions to particular sentences or words. Performing this task is particularly useful for companies wishing to take into account customer feedback through chatbots or verbatim. This has been done extensively in the literature using various approaches, ranging from simple models to deep transformer neural networks. In this paper, we will tackle sentiment analysis in the Noisy Intermediate Scale Computing (NISQ) era, using the DisCoCat model of language. We will first present the basics of …
On social media, Arabic people tend to express themselves in their own local dialects. More particularly, Tunisians use the informal way called "Tunisian Arabizi". Analytical studies seek to explore and recognize online opinions aiming to exploit them for planning and prediction purposes such as measuring the customer satisfaction and establishing sales and marketing strategies. However, analytical studies based on Deep Learning are data hungry. On the other hand, African languages and dialects are considered low resource languages. For instance, to the best of our knowledge, no annotated Tuni…
Westlake University（西湖大学）；Westlake Institute for Advanced Study（西湖高等研究院）；Zhejiang University（浙江大学）；Tencent SPPD（腾讯可持续社会价值事业部）
Sentiment analysis provides a useful overview of customer review contents. Many review websites allow a user to enter a summary in addition to a full review. Intuitively, summary information may give additional benefit for review sentiment analysis. In this paper, we conduct a study to exploit methods for better use of summary information. We start by finding out that the sentimental signal distribution of a review and that of its corresponding summary are in fact complementary to each other. We thus explore various architectures to better guide the interactions between the two and propose a h…
Sentiment analysis is an important task in understanding social media content like customer reviews, Twitter and Facebook feeds etc. In multilingual communities around the world, a large amount of social media text is characterized by the presence of Code-Switching. Thus, it has become important to build models that can handle code-switched data. However, annotated code-switched data is scarce and there is a need for unsupervised models and algorithms. We propose a general framework called Unsupervised Self-Training and show its applications for the specific use case of sentiment analysis of c…
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 …
Al-Khawarizmi Institute of Computer Sciences（花拉子米计算机科学研究所）；University of Engineering & Technology（工程技术大学）
In recent years, sentiment analysis and emotion classification are two of the most abundantly used techniques in the field of Natural Language Processing (NLP). Although sentiment analysis and emotion classification are used commonly in applications such as analyzing customer reviews, the popularity of candidates contesting in elections, and comments about various sporting events; however, in this study, we have examined their application for epidemic outbreak detection. Early outbreak detection is the key to deal with epidemics effectively, however, the traditional ways of outbreak detection …
Yonsei University（延世大学）；University of Florida（佛罗里达大学）；California State University, Chico（加州州立大学奇科分校）；Iowa State University（爱荷华州立大学）
A new opinion extraction method is proposed to summarize unstructured, user-generated content (i.e., online customer reviews) in the fixed topic domains. To differentiate the current approach from other opinion extraction approaches, which are often exposed to a sparsity problem and lack of sentiment scores, a confirmatory aspect-based opinion mining framework is introduced along with its practical algorithm called DiSSBUS. In this procedure, 1) each customer review is disintegrated into a set of clauses; 2) each clause is summarized to bi-terms-a topic word and an evaluation word-using a part…
