Abstract
In computational study and automatic recognition of opinions in free texts, certain words in sentences are used to decide its sentiments. While analysing each customer’s opinion per time in churn management will be effective for personalised recommendations. Oftentimes, the opinion is not sufficient for contextualised content mining. While personalised recommendations are time consuming, it also does not provide complete picture of an overall sentiment in the business community of customers. To help businesses identify widespread issues affecting a large segment of their customers towards engendering patterns and trends of different customer churn behaviour, here, we developed a clustered contextualised conversation as opinions set for integration with Roberta Model. The developed churn behavioural opinion clusters disambiguated short messages while charactering contents collectively based on context beyond keyword-based sentiment matching for effective mining. Based on the predicted opinion threshold, customer churn category for group-based personalised decision support was generated, with matching concepts. The baseline RoBERTa model on the contextually clustered opinions, trained with a batch size of 16, a learning rate of 2e-5, over 8 epochs, using a maximum sequence length of 128 and standard hyperparameters, achieved an accuracy of 92%, Precision of 88%, Recall of 86% and F1 score of 84% over a test set of 30%.
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