Abstract
In the E-commerce environment, conversations between customers and businesses contain lots of useful information about customer sentiment. By mining that information, customer sentiment can be validly identified, which is helpful in accurately identifying customer needs and improving customer satisfaction. For conversational sentiment analysis, most existing approaches take contextual information into account. On this basis, we focus on the degree of association between utterances, which can more effectively capture overall and useful sentiment information in conversation. For this purpose, we propose a hybrid model to recognize customer sentiment in conversation. The model obtains utterance vectors with sentiment information through Sentiment Knowledge Enhanced Pre-training (SKEP), then uses the bidirectional long short-term memory network (BiLSTM) to generate contextual semantic information, and further obtains customer sentiment information by applying the self-attention mechanism to focus on the degree of association between utterances. The experimental results on the JD Dialog dataset show that our model can more accurately recognize customer sentiment than other baseline models in customer service conversation.
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Disclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.