Customer Sentiment Analysis for E-Commerce: A Hybrid approach using CNNs & BERT

Abstract

As the online shopping industry continues to grow at a staggering rate, e-commerce channels have also begun the use of automated systems for sentiment analysis so as to be able to assess comprehension of user reviews. Over the past few years, machine learning (ML) has come of age with the introduction of deep learning models such as Convolutional Neural Networks (CNNs) and Bidirectional Encoder Representations from Transformers (BERT) which have greatly improved the levels of accuracy achieved in sentiment analysis. This paper aims to address this problem by proposing a hybrid model, based on networks of convolutional neural networks (CNNs) and BERT, for the purposes of e-commerce sentiment classification. Posting more plausible situations, academic findings, and perspectives for future research, we focus more on practical issues. When we compared traditional approaches with our hybrid, it became clear that the model performs better in many dimensions: accuracy, precision, and progressively recall