Vietnamese Complaint Detection on E-Commerce Websites

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 Open-domain Complaint D...

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Bibliographic Details
Main Authors Nguyen, Nhung Thi-Hong, Ha, Phuong Phan-Dieu, Nguyen, Luan Thanh, Van Nguyen, Kiet, Nguyen, Ngan Luu-Thuy
Format Journal Article
LanguageEnglish
Published 24.04.2021
Subjects
Computer Science - Computation and Language
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Summary: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 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 Am 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 the future, we aim to build a system for open-domain complaint detection in E-commerce websites.
DOI:10.48550/arxiv.2104.11969