Vietnamese Complaint Detection on E-Commerce Websites

被引：1

作者：

Nhung Thi-Hong Nguyen ^{[1
,2
]}

Phuong Phan-Dieu Ha ^{[1
,2
]}

Luan Thanh Nguyen ^{[1
,2
]}

Kiet Van Nguyen ^{[1
,2
]}

Ngan Luu-Thuy Nguyen ^{[1
,2
]}

机构：

[1] Univ Informat Technol, Ho Chi Minh City, Vietnam

[2] Vietnam Natl Univ Ho Chi Minh City, Ho Chi Minh City, Vietnam

来源：

NEW TRENDS IN INTELLIGENT SOFTWARE METHODOLOGIES, TOOLS AND TECHNIQUES | 2021年 / 337卷

关键词：

Customers' Complaint; Vietnamese Dataset; Deep Learning; Transfer Learning; LSTM;

D O I：

10.3233/FAIA210058

中图分类号：

TP18 [人工智能理论];

学科分类号：

081104 ; 0812 ; 0835 ; 1405 ;

摘要：

Customer product reviews play a role in improving the quality of products and services for business organizations or their brands. Complaining is an attitude that expresses dissatisfaction with an event or a product not meeting customer expectations. In this paper, we build a Vietnamese Open-domain Complaint Detection dataset (UIT-ViOCD), including 5,485 human-annotated reviews on four categories about product reviews on e-commerce sites. After the data collection phase, we proceed to the annotation task and achieve the inter-annotator agreement (A(m)) of 87%. Then, we present an extensive methodology for the research purposes and achieve 92.16% by F1-score for identifying complaints. With the results, in future, we aim to build a system for open-domain complaint detection on E-commerce websites.

引用

页码：618 / 629

页数：12

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