Type

Conference Proceedings

Authors

Andy Way
Hasanuzzaman Mohammad
Haithem Afli
Koel Dutta Chowdhury
Pintu Lohar

Subjects

Business

Topics
naive bayes sentiment classification feedback classification digital economy service customer english

ADAPT at IJCNLP-2017 Task 4: a multinomial naive Bayes classification approach for customer feedback analysis task (2017)

Abstract In this age of the digital economy, promoting organisations attempt their best to engage the customers in the feedback provisioning process. With the assistance of customer insights, an organisation can develop a better product and provide a better service to its customer. In this paper, we analyse the real world samples of customer feedback from Microsoft Office customers in four languages, i.e., English, French, Spanish and Japanese and conclude a five-plus-one-classes categorisation (comment, request, bug, complaint, meaningless and undetermined) for meaning classification. The task is to determine what class(es) the customer feedback sentences should be annotated as in four languages. We propose following approaches to accomplish this task: (i) a multinomial naive bayes (MNB) approach for multilabel classification, (ii) MNB with one-vsrest classifier approach, and (iii) the combination of the multilabel classification based and the sentiment classification based approach. Our best system produces F-scores of 0.67, 0.83, 0.72 and 0.7 for English, Spanish, French and Japanese, respectively. The results are competitive to the best ones for all languages and secure 3 rd and 5 the position for Japanese and French, respectively, among all submitted systems.
Collections Ireland -> Dublin City University -> Publication Type = Conference or Workshop Item
Ireland -> Dublin City University -> DCU Faculties and Centres = DCU Faculties and Schools: Faculty of Engineering and Computing: School of Computing
Ireland -> Dublin City University -> DCU Faculties and Centres = Research Initiatives and Centres: ADAPT
Ireland -> Dublin City University -> Status = Published

Full list of authors on original publication

Andy Way, Hasanuzzaman Mohammad, Haithem Afli, Koel Dutta Chowdhury, Pintu Lohar

Experts in our system

1
Andy Way
Dublin City University
Total Publications: 229
 
2
Haithem Afli
Dublin City University
Total Publications: 14
 
3
Koel Dutta Chowdhury
Dublin City University
Total Publications: 3
 
4
Pintu Lohar
Dublin City University
Total Publications: 10