论文标题
在线未经请求的客户评论中的潜在方面检测
Latent Aspect Detection from Online Unsolicited Customer Reviews
论文作者
论文摘要
在审查分析的背景下,方面是客户针对其意见和情感的产品和服务的特征。方面检测可帮助产品所有者和服务提供商确定缺点并确定客户的需求,从而维持收入并减轻客户流失。现有的方法着重于通过训练在评论中潜在的训练监督学习方法来检测方面的表面形式。在本文中,我们提出了一种无监督的方法来提取各个方面的潜在出现。具体而言,我们假设客户在撰写评论时会经历两个阶段的假设生成过程:(1)决定可用于产品或服务的一组方面,以及(2)编写与所选方面与所选方面相互关联的所有单词与所有语言中可用单词的相关性。我们采用潜在的Dirichlet分配来学习产生评论的潜在方面分布。基准数据集的实验结果表明,当各个方面潜在而没有表面形式的评论中,我们提出的方法能够改善最新技术的状态。
Within the context of review analytics, aspects are the features of products and services at which customers target their opinions and sentiments. Aspect detection helps product owners and service providers to identify shortcomings and prioritize customers' needs, and hence, maintain revenues and mitigate customer churn. Existing methods focus on detecting the surface form of an aspect by training supervised learning methods that fall short when aspects are latent in reviews. In this paper, we propose an unsupervised method to extract latent occurrences of aspects. Specifically, we assume that a customer undergoes a two-stage hypothetical generative process when writing a review: (1) deciding on an aspect amongst the set of aspects available for the product or service, and (2) writing the opinion words that are more interrelated to the chosen aspect from the set of all words available in a language. We employ latent Dirichlet allocation to learn the latent aspects distributions for generating the reviews. Experimental results on benchmark datasets show that our proposed method is able to improve the state of the art when the aspects are latent with no surface form in reviews.