Vietnamese Complaint Detection on E-Commerce Websites
Customer product reviews play a role in improving the quality of products and services for organizations or 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 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 Am = 87% by Fleiss' Kappa. 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 want to build a system for open-domain complaint detection in E-commerce websites.
https://arxiv.org/pdf/2104.11969.pdf
Ms. Nhung
A university or research institution
Vietnam
Ms. Nhung
18521218@gm.uit.edu.vn
Yes - after signing a user agreement
18521218@gm.uit.edu.vn
Unclear