What Do Customers Say About My Products? Benchmarking Machine Learning Models for Need Identification

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dc.contributor.authorStahlmann, Sven
dc.contributor.authorEttrich, Oliver
dc.contributor.authorKurka, Marco
dc.contributor.authorSchoder, Detlef
dc.date.accessioned2022-12-27T19:02:43Z
dc.date.available2022-12-27T19:02:43Z
dc.date.issued2023-01-03
dc.description.abstractNeedmining is the process of extracting customer needs from user-generated content by classifying it as either informative or uninformative regarding need content. Contemporary studies achieve this by utilizing machine learning. However, models found in the literature cannot be compared to each other because they use private data for training and testing. This study benchmarks all previously suggested needmining models including CNN, SVM, RNN, and RoBERTa. To ensure an unbiased comparison, this study samples and annotates a dataset of customer reviews for products from 4 different categories from amazon. Henceforth, the dataset is publicly available and serves as a gold-set for future needmining benchmarks. RoBERTa outperformed other classifiers and seems to be best suited for needmining. The relevance of this study is reinforced by the fact that this benchmark creates a different hierarchy between models than otherwise suggested by comparing the results of previous studies.
dc.format.extent10
dc.identifier.doi10.24251/HICSS.2023.264
dc.identifier.isbn978-0-9981331-6-4
dc.identifier.other35533da0-aac3-458a-bc8a-c8605edee2d0
dc.identifier.urihttps://hdl.handle.net/10125/102895
dc.language.isoeng
dc.relation.ispartofProceedings of the 56th Hawaii International Conference on System Sciences
dc.rightsAttribution-NonCommercial-NoDerivatives 4.0 International
dc.rights.urihttps://creativecommons.org/licenses/by-nc-nd/4.0/
dc.subjectData Analytics, Data Mining, and Machine Learning for Social Media
dc.subjectcustomer needs
dc.subjectmachine learning
dc.subjectnatural language processing
dc.subjectproduct innovation
dc.titleWhat Do Customers Say About My Products? Benchmarking Machine Learning Models for Need Identification
dc.type.dcmitext
prism.startingpage2120

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