Implementation of Dynamic Topic Modeling to Discover Topic Evolution on Customer Reviews

Abstract

Annotation and analysis of online customer reviews were identified as significant problems in various domains, including business intelligence, marketing, and e-governance. In the last decade, various approaches based on topic modeling have been developed to solve this problem. The known solutions, however, often only work well on content with static topics. As a result, it is challenging to analyze customer reviews that include dynamic and constantly expanding collections of short and noisy texts. A method was proposed to handle such dynamic content. The proposed system applied a dynamic topic model using BERTopic to monitor topics and word evolution over time. It would help decide when the topic model needs to be retrained to capture emerging topics. Several experiments were conducted to test the practicality and effectiveness of the proposed framework. It demonstrated how a dynamic topic model could handle the emergence of new and over-time-correlated topics in customer review data. As a result, improved performance was achieved compared to the baseline static topic model, with 25% of new segmented texts discovered using the dynamic topic model. Experimental results have, therefore, convincingly demonstrated that the proposed framework can be used in practice to develop automatic review annotation tools.