IIIT-H at IJCNLP-2017 Task 4: Customer Feedback Analysis using Machine Learning and Neural Network Approaches

Prathyusha Danda, Pruthwik Mishra, Silpa Kanneganti, Soujanya Lanka


Abstract
The IJCNLP 2017 shared task on Customer Feedback Analysis focuses on classifying customer feedback into one of a predefined set of categories or classes. In this paper, we describe our approach to this problem and the results on four languages, i.e. English, French, Japanese and Spanish. Our system implemented a bidirectional LSTM (Graves and Schmidhuber, 2005) using pre-trained glove (Pennington et al., 2014) and fastText (Joulin et al., 2016) embeddings, and SVM (Cortes and Vapnik, 1995) with TF-IDF vectors for classifying the feedback data which is described in the later sections. We also tried different machine learning techniques and compared the results in this paper. Out of the 12 participating teams, our systems obtained 0.65, 0.86, 0.70 and 0.56 exact accuracy score in English, Spanish, French and Japanese respectively. We observed that our systems perform better than the baseline systems in three languages while we match the baseline accuracy for Japanese on our submitted systems. We noticed significant improvements in Japanese in later experiments, matching the highest performing system that was submitted in the shared task, which we will discuss in this paper.
Anthology ID:
I17-4026
Volume:
Proceedings of the IJCNLP 2017, Shared Tasks
Month:
December
Year:
2017
Address:
Taipei, Taiwan
Editors:
Chao-Hong Liu, Preslav Nakov, Nianwen Xue
Venue:
IJCNLP
SIG:
Publisher:
Asian Federation of Natural Language Processing
Note:
Pages:
155–160
Language:
URL:
https://aclanthology.org/I17-4026
DOI:
Bibkey:
Cite (ACL):
Prathyusha Danda, Pruthwik Mishra, Silpa Kanneganti, and Soujanya Lanka. 2017. IIIT-H at IJCNLP-2017 Task 4: Customer Feedback Analysis using Machine Learning and Neural Network Approaches. In Proceedings of the IJCNLP 2017, Shared Tasks, pages 155–160, Taipei, Taiwan. Asian Federation of Natural Language Processing.
Cite (Informal):
IIIT-H at IJCNLP-2017 Task 4: Customer Feedback Analysis using Machine Learning and Neural Network Approaches (Danda et al., IJCNLP 2017)
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PDF:
https://aclanthology.org/I17-4026.pdf