Complaint Identification in Social Media with Transformer Networks

• URL: http://arxiv.org/abs/2010.10910v1
• Date: Wed, 21 Oct 2020 11:44:04 GMT
• Title: Complaint Identification in Social Media with Transformer Networks
• Authors: Mali Jin and Nikolaos Aletras
• Abstract summary: Complaining is a speech act extensively used by humans to communicate a negative inconsistency between reality and expectations. Previous work on automatically identifying complaints in social media has focused on using feature-based and task-specific neural network models. We adapt state-of-the-art pre-trained neural language models and their combinations with other linguistic information from topics or sentiment for complaint prediction.
• Score: 34.35466601628141
• License: http://arxiv.org/licenses/nonexclusive-distrib/1.0/
• Abstract: Complaining is a speech act extensively used by humans to communicate a negative inconsistency between reality and expectations. Previous work on automatically identifying complaints in social media has focused on using feature-based and task-specific neural network models. Adapting state-of-the-art pre-trained neural language models and their combinations with other linguistic information from topics or sentiment for complaint prediction has yet to be explored. In this paper, we evaluate a battery of neural models underpinned by transformer networks which we subsequently combine with linguistic information. Experiments on a publicly available data set of complaints demonstrate that our models outperform previous state-of-the-art methods by a large margin achieving a macro F1 up to 87.

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