Customer satisfaction and their positive sentiments are some of the various goals for successful companies. However, analyzing customer reviews to predict accurate sentiments have been proven to be challenging and time-consuming due to high volumes of collected data from various sources. Several researchers approach this with algorithms, methods, and models. These include machine learning and deep learning (DL) methods, unigram and skip-gram based algorithms, as well as the Artificial Neural Network (ANN) and bag-of-word (BOW) regression model. Studies and research have revealed incoherence in polarity, model overfitting and performance issues, as well as high cost in data processing. This experiment was conducted to solve these revealing issues, by building a high performance yet cost-effective model for predicting accurate sentiments from large datasets containing customer reviews. This model uses the fastText library from Facebook’s AI research (FAIR) Lab, as well as the traditional Linear Support Vector Machine (LSVM) to classify text and word embedding. Comparisons of this model were also done with the author’s a custom multi-layer Sentiment Analysis (SA) Bi-directional Long Short-Term Memory (SA-BLSTM) model. The proposed fastText model, based on results, obtains a higher accuracy of 90.71% as well as 20% in performance compared to LSVM and SA-BLSTM models.
The Bidirectional Encoder Representations from Transformers (BERT) is a state-of-the-art language model used for multiple natural language processing tasks and sequential modeling applications. The accuracy of predictions from contextbased sentiment and analysis of customer review data from various social media platforms are challenging and timeconsuming tasks due to the high volumes of unstructured data. In recent years, more research has been conducted based on the recurrent neural network algorithm, Long Short-Term Memory (LSTM), Bidirectional LSTM (BiLSTM) as well as hybrid, neutral, and traditional text classification algorithms. This paper presents our experimental research work to overcome these known challenges of the sentiment analysis models, such as its performance, accuracy, and context-based predictions. We've proposed a fine-tuned BERT model to predict customer sentiments through the utilization of customer reviews from Twitter, IMDB Movie Reviews, Yelp, Amazon. In addition, we compared the results of the proposed model with our custom Linear Support Vector Machine (LSVM), fastText, BiLSTM and hybrid fastText-BiLSTM models, as well as presented a comparative analysis dashboard report. This experiment result shows that the proposed model performs better than other models with respect to various performance measures.
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