ADAPT at IJCNLP-2017 Task 4: A Multinomial Naive Bayes Classification Approach for Customer Feedback Analysis task

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


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 %access multilingual corpora annotated by the proposed meaning categorization scheme and develop a system 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 multi-label classification, (ii) MNB with one-vs-rest 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 3rd and 5th position for Japanese and French, respectively, among all submitted systems.
Anthology ID:
I17-4027
Volume:
Proceedings of the IJCNLP 2017, Shared Tasks
Month:
December
Year:
2017
Address:
Taipei, Taiwan
Venue:
IJCNLP
SIG:
Publisher:
Asian Federation of Natural Language Processing
Note:
Pages:
161–169
Language:
URL:
https://www.aclweb.org/anthology/I17-4027
DOI:
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PDF:
http://aclanthology.lst.uni-saarland.de/I17-4027.pdf