A Semi-supervised Corpus Annotation for Saudi Sentiment Analysis Using Twitter

In the literature, limited work has been conducted to develop sentiment resources for Saudi dialect. The lack of resources such as dialectical lexicons and corpora are some of the major bottlenecks to the successful development of Arabic sentiment analysis models. In this paper, a semi-supervised approach is presented to construct an annotated sentiment corpus for Saudi dialect using Twitter. The presented approach is primarily based on a list of lexicons built by using word embedding techniques such as word2vec. A huge corpus extracted from twitter is annotated and manually reviewed to exclude incorrect annotated tweets which is publicly available. For corpus validation, state-of-the-art classification algorithms (such as Logistic Regression, Support Vector Machine, and Naive Bayes) are applied and evaluated. Simulation results demonstrate that the Naive Bayes algorithm outperformed all other approaches and achieved accuracy up to 91%

Twitter Analysis to Predict the Satisfaction of Saudi Telecommunication Companies’ Customers

The flexibility in mobile communications allows customers to quickly switch from one service provider to another, making customer churn one of the most critical challenges for the data and voice telecommunication service industry. In 2019, the percentage of post-paid telecommunication customers in Saudi Arabia decreased; this represents a great deal of customer dissatisfaction and subsequent corporate fiscal losses. Many studies correlate customer satisfaction with customer churn. The Telecom companies have depended on historical customer data to measure customer churn. However, historical data does not reveal current customer satisfaction or future likeliness to switch between telecom companies. Current methods of analysing churn rates are inadequate and faced some issues, particularly in the Saudi market. This research was conducted to realize the relationship between customer satisfaction and customer churn and how to use social media mining to measure customer satisfaction and predict customer churn. This research conducted a systematic review to address the churn prediction models problems and their relation to Arabic Sentiment Analysis. The findings show that the current churn models lack integrating structural data frameworks with real-time analytics to target customers in real-time. In addition, the findings show that the specific issues in the existing churn prediction models in Saudi Arabia relate to the Arabic language itself, its complexity, and lack of resources. As a result, I have constructed the first gold standard corpus of Saudi tweets related to telecom companies, comprising 20,000 manually annotated tweets. It has been generated as a dialect sentiment lexicon extracted from a larger Twitter dataset collected by me to capture text characteristics in social media. I developed a new ASA prediction model for telecommunication that fills the detected gaps in the ASA literature and fits the telecommunication field. The proposed model proved its effectiveness for Arabic sentiment analysis and churn prediction. This is the first work using Twitter mining to predict potential customer loss (churn) in Saudi telecom companies, which has not been attempted before. Different fields, such as education, have different features, making applying the proposed model is interesting because it based on text-mining

A review of sentiment analysis research in Arabic language

Sentiment analysis is a task of natural language processing which has recently attracted increasing attention. However, sentiment analysis research has mainly been carried out for the English language. Although Arabic is ramping up as one of the most used languages on the Internet, only a few studies have focused on Arabic sentiment analysis so far. In this paper, we carry out an in-depth qualitative study of the most important research works in this context by presenting limits and strengths of existing approaches. In particular, we survey both approaches that leverage machine translation or transfer learning to adapt English resources to Arabic and approaches that stem directly from the Arabic language

ArAutoSenti: Automatic annotation and new tendencies for sentiment classification of Arabic messages

The file attached to this record is the author's final peer reviewed version.A corpus-based sentiment analysis approach for messages written in Arabic and its dialects is presented and implemented. The originality of this approach resides in the automation construction of the annotated sentiment corpus, which relies mainly on a sentiment lexicon that is also constructed automatically. For the classification step, shallow and deep classifiers are used with features being extracted applying word embedding models. For the validation of the constructed corpus, we proceed with a manual reviewing and it was found that 85.17% were correctly annotated. This approach is applied on the under-resourced Algerian dialect and the approach is tested on two external test corpora presented in the literature. The obtained results are very encouraging with an F1-score that is up to 88% (on the first test corpus) and up to 81% (on the second test corpus). These results respectively represent a 20% and a 6% improvement, respectively, when compared with existing work in the research literature

Predicting STC Customers' Satisfaction Using Twitter

The telecom field has changed accordingly with the emergence of new technologies. This is the case with the telecom market in Saudi Arabia, which expanded in 2003 by attracting new investors. As a result, the Saudi telecom market became a viable market [1]. The prevalence of mobile voice service among the population in Saudi Arabia for that, this research aims at mining Arabic tweets to measure customer satisfaction toward Telecom company in Saudi Arabia. This research is a use case for the Saudi Telecom Company (STC) in Saudi Arabia. The contribution of this study will be capitalized as recommendations to the company, based on monitoring in real-time their customers' satisfaction on Twitter and from questionnaire analysis. It is the first work to evaluate customers' satisfaction with telecommunications (telecom) company in Saudi Arabia by using both social media mining and a quantitative method. It has been built by a corpus of Arabic tweets, using a Python script searching for real-time tweets that mention Telecom company using the hashtags to monitor the latest sentiments of Telecom customers continuously. The subset is 20,000 tweets that are randomly selected from the dataset, for training the machine- classifier. In addition, we have done the experimented using deep learning network. The results show that the satisfaction for each service ranges between 31.50% and 49.25%. One of the proposed recommendations is using 5G to solve the ``internet speed'' problem, which showed the lowest customer satisfaction, with 31.50%.This article's main contributions are defining the traceable measurable criteria for customer satisfaction with telecom companies in Saudi Arabia and providing telecom companies' recommendations based on monitoring real-time customers' satisfaction through Twitter

A FRAMEWORK FOR ARABIC SENTIMENT ANALYSIS USING MACHINE LEARNING CLASSIFIERS

International audienceIn recent years, the use of Internet and online comments, expressed in natural language text, have increased significantly. However, it is difficult for humans to read all these comments and classify them appropriately. Consequently, an automatic approach is required to classify the unstructured data. In this paper, we propose a framework for Arabic language comprising of three steps: pre-processing, feature extraction and machine learning classification. The main aim of the proposed framework is to exploit the combination of different Arabic linguistic features. We evaluate the framework using two benchmark Arabic tweets datasets (ASTD, ATA), which enable sentiment polarity detection in general Arabic and Jordanian dialects. Comparative simulation results show that machine learning classifiers such as Support Vector Machine (SVM), Naive Bayes, MultiLayer Perceptron (MLP) and Logistic Regression-based produce the best performance by using a combination of n-gram features from Arabic tweets datasets. Finally, we evaluate the performance of our proposed framework using an Ensemble classifier approach, with promising results

Sentiment analysis of dialectical Arabic social media content using a hybrid linguistic-machine learning approach

Despite the enormous increase in the number of Arabic posts on social networks, the sentiment analysis research into extracting opinions from these posts lags behind that for the English language. This is largely attributed to the challenges in processing the morphologically complex Arabic natural language and the scarcity of Arabic NLP tools and resources. This complex task is further exacerbated when analysing dialectal Arabic that do not abide by the formal grammatical structure. Based on the semantic modelling of the target domain’s knowledge and multi-factor lexicon-based sentiment analysis, the intent of this research is to use a hybrid approach, integrating linguistic and machine learning methods for sentiment analysis classification of dialectal Arabic. First, a dataset of dialectal Arabic tweets was collected focusing on the unemployment domain, which is annotated manually. The tweets cover different dialectal Arabic in Saudi Arabia for which a comprehensive Arabic sentiment lexicon was constructed. This approach to sentiment analysis also integrated a novel light stemming mechanism towards improved Saudi dialectal Arabic stemming. Subsequently, a novel multi-factor lexicon-based sentiment analysis algorithm was developed for domain-specific social media posts written in dialectal Arabic. The algorithm considers several factors (emoji, intensifiers, negations, supplications) to improve the accuracy of the classifications. Applying this model to a central problem of sentiment analysis in dialectical Arabic, these operational techniques were deployed in order to assess analytical performance across social media channels which are vulnerable to semantic and colloquial variations. Finally, this study presented a new hybrid approach to sentiment analysis where domain knowledge is utilised in two methods to combine computational linguistics and machine learning; the first method integrates the problem domain semantic knowledgebase in the machine learning training features set, while the second uses the outcome of the lexicon-based sentiment classification in the training of the machine learning methods. By integrating these techniques into a single, hybridised solution, a greater degree of accuracy and consistency was achieved than applying each approach independently, confirming a pragmatic solution to sentiment classification in dialectical Arabic text