Graph Neural Network for Customer Engagement Prediction on Social Media Platforms

Abstract

Social media platforms such as Twitter and Facebook play a pivotal role in companies’ strategy of engaging customers. How to target potential customers on social media effectively and efficiently is an important yet unsolved question. Predicting customer engagement on social media platforms is facing several challenges that cannot be solved by traditional methods. In this work, we design a framework that leverages individual behavior on Facebook together with network contextual information to predict customer engagement (like/comment/share) of a brand’s posts. We first build a meta-path based Heterogeneous Information Network (HIN) to exploit large-scale content consumption information. We then design a Graph Neural Network (GNN) model combined with attention mechanism to learn structural feature representations of users to make the customer-brand engagement prediction. The proposed model is examined using a large-scale Facebook dataset and the result shows significant performance improvement compared with state-of-the-art baselines. Besides, the effectiveness of attention mechanism reveals the potential interpretability of the proposed model for the prediction results.