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 manufacturer and the customer well-informed in the decisions to make in improving the product and buying, respectively. Different customers are interested in different features. Thus, feature-level ratings can make buying decisions personalized. We analyze the customer reviews collected on an online shopping site (Amazon) about various mobile products and the review votes. Explicitly, we carry out a feature-focused sentiment analysis for this purpose. Eventually, our analysis yields ratings to 108 features for 4k+ mobiles sold online. It helps in decision making on how to improve the product (from the manufacturer's perspective) and in making the personalized buying decisions (from the buyer's perspective) a possibility. Our analysis has applications in recommender systems, consumer research, etc.
University of Agriculture, Peshawar（白沙瓦农业大学）；CUSIT（城市科学信息技术大学）
Convincing a customer is always considered as a challenging task in every business. But when it comes to online business, this task becomes even more difficult. Online retailers try everything possible to gain the trust of the customer. One of the solutions is to provide an area for existing users to leave their comments. This service can effectively develop the trust of the customer however normally the customer comments about the product in their native language using Roman script. If there are hundreds of comments this makes difficulty even for the native customers to make a buying decision…
This study applies text mining to analyze customer reviews and automatically assign a collective restaurant star rating based on five predetermined aspects: ambiance, cost, food, hygiene, and service. The application provides a web and mobile crowd sourcing platform where users share dining experiences and get insights about the strengths and weaknesses of a restaurant through user contributed feedback. Text reviews are tokenized into sentences. Noun-adjective pairs are extracted from each sentence using Stanford Core NLP library and are associated to aspects based on the bag of associated wor…
Illinois Institute of Technology（伊利诺伊理工学院）；Northwestern University（西北大学）
Public entities such as companies and politicians increasingly use online social networks to communicate directly with their constituencies. Often, this public messaging is aimed at aligning the entity with a particular cause or issue, such as the environment or public health. However, as a consumer or voter, it can be difficult to assess an entity's true commitment to a cause based on public messaging. In this paper, we present a text classification approach to categorize a message according to its commitment level toward a cause. We then compare the volume of such messages with external rati…
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…
Max Planck Institute for Informatics（马克斯·普朗克信息学研究所）
Online reviews provide viewpoints on the strengths and shortcomings of products/services, influencing potential customers' purchasing decisions. However, the proliferation of non-credible reviews -- either fake (promoting/ demoting an item), incompetent (involving irrelevant aspects), or biased -- entails the problem of identifying credible reviews. Prior works involve classifiers harnessing rich information about items/users -- which might not be readily available in several domains -- that provide only limited interpretability as to why a review is deemed non-credible. This paper presents a …
Shandong University（山东大学）；Peking University（北京大学）；Ant Group（蚂蚁集团）；Renmin University of China（中国人民大学）；Beijing Academy of Artificial Intelligence（北京人工智能研究院）；King Abdullah University of Science and Technology（阿卜杜拉国王科技大学）
Review summarization is a non-trivial task that aims to summarize the main idea of the product review in the E-commerce website. Different from the document summary which only needs to focus on the main facts described in the document, review summarization should not only summarize the main aspects mentioned in the review but also reflect the personal style of the review author. Although existing review summarization methods have incorporated the historical reviews of both customer and product, they usually simply concatenate and indiscriminately model this two heterogeneous information into a…
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 (…
Online review platforms are a popular way for users to post reviews by expressing their opinions towards a product or service, as well as they are valuable for other users and companies to find out the overall opinions of customers. These reviews tend to be accompanied by a rating, where the star rating has become the most common approach for users to give their feedback in a quantitative way, generally as a likert scale of 1-5 stars. In other social media platforms like Facebook or Twitter, an automated review rating prediction system can be useful to determine the rating that a user would ha…
Conversational Intelligence requires that a person engage on informational, personal and relational levels. Advances in Natural Language Understanding have helped recent chatbots succeed at dialog on the informational level. However, current techniques still lag for conversing with humans on a personal level and fully relating to them. The University of Michigan's submission to the Alexa Prize Grand Challenge 3, Audrey, is an open-domain conversational chat-bot that aims to engage customers on these levels through interest driven conversations guided by customers' personalities and emotions. A…
Understanding customer sentiments is of paramount importance in marketing strategies today. Not only will it give companies an insight as to how customers perceive their products and/or services, but it will also give them an idea on how to improve their offers. This paper attempts to understand the correlation of different variables in customer reviews on a women clothing e-commerce, and to classify each review whether it recommends the reviewed product or not and whether it consists of positive, negative, or neutral sentiment. To achieve these goals, we employed univariate and multivariate a…
Product-specific community question answering platforms can greatly help address the concerns of potential customers. However, the user-provided answers on such platforms often vary a lot in their qualities. Helpfulness votes from the community can indicate the overall quality of the answer, but they are often missing. Accurately predicting the helpfulness of an answer to a given question and thus identifying helpful answers is becoming a demanding need. Since the helpfulness of an answer depends on multiple perspectives instead of only topical relevance investigated in typical QA tasks, commo…
When making an online purchase, it becomes important for the customer to read the product reviews carefully and make a decision based on that. However, reviews can be lengthy, may contain repeated, or sometimes irrelevant information that does not help in decision making. In this paper, we introduce MRCBert, a novel unsupervised method to generate summaries from product reviews. We leverage Machine Reading Comprehension, i.e. MRC, approach to extract relevant opinions and generate both rating-wise and aspect-wise summaries from reviews. Through MRCBert we show that we can obtain reasonable per…
Modeling and prediction of review helpfulness has become more predominant due to proliferation of e-commerce websites and online shops. Since the functionality of a product cannot be tested before buying, people often rely on different kinds of user reviews to decide whether or not to buy a product. However, quality reviews might be buried deep in the heap of a large amount of reviews. Therefore, recommending reviews to customers based on the review quality is of the essence. Since there is no direct indication of review quality, most reviews use the information that ''X out of Y'' users found…
