Service Failure Complaints Identification in Social Media: A Text Classification Approach

The emergence of social media has brought up plenty of platforms where dissatisfied customers can share their service encounter experiences. Those customers’ feedbacks have been widely recognized as valuable information sources for improving service quality. Due to the sparse distribution of customer complaints and diversity of topics related to non-complaints in social media, manually identifying complaints is time-consuming and inefficient. In this study, a supervised learning approach including samples enlargement and classifiers construct was proposed. Applying small labeled samples as training samples, reliable complaints samples and non-complaints samples were identified from the unlabeled dataset during the sample enlargement process. Combining the enlarged samples and the labeled samples, SVM and KNN algorithms were employed to construct the classifier. Empirical results show that the proposed approach can efficiently distinguish complaints from non-complaints in social media, especially when the number of labeled samples is very small

Learning with Single View Co-training and Marginalized Dropout

The generalization properties of most existing machine learning techniques are predicated on the assumptions that 1) a sufficiently large quantity of training data is available; 2) the training and testing data come from some common distribution. Although these assumptions are often met in practice, there are also many scenarios in which training data from the relevant distribution is insufficient. We focus on making use of additional data, which is readily available or can be obtained easily but comes from a different distribution than the testing data, to aid learning. We present five learning scenarios, depending on how the distribution we used to sample the additional training data differs from the testing distribution: 1) learning with weak supervision; 2) domain adaptation; 3) learning from multiple domains; 4) learning from corrupted data; 5) learning with partial supervision. We introduce two strategies and manifest them in five ways to cope with the difference between the training and testing distribution. The first strategy, which gives rise to Pseudo Multi-view Co-training: PMC) and Co-training for Domain Adaptation: CODA), is inspired by the co-training algorithm for multi-view data. PMC generalizes co-training to the more common single view data and allows us to learn from weakly labeled data retrieved free from the web. CODA integrates PMC with an another feature selection component to address the feature incompatibility between domains for domain adaptation. PMC and CODA are evaluated on a variety of real datasets, and both yield record performance. The second strategy marginalized dropout leads to marginalized Stacked Denoising Autoencoders: mSDA), Marginalized Corrupted Features: MCF) and FastTag: FastTag). mSDA diminishes the difference between distributions associated with different domains by learning a new representation through marginalized corruption and reconstruciton. MCF learns from a known distribution which is created by corrupting a small set of training data, and improves robustness of learned classifiers by training on ``infinitely\u27\u27 many data sampled from the distribution. FastTag applies marginalized dropout to the output of partially labeled data to recover missing labels for multi-label tasks. These three algorithms not only achieve the state-of-art performance in various tasks, but also deliver orders of magnitude speed up at training and testing comparing to competing algorithms

Active Learning for Text Classification

Text classification approaches are used extensively to solve real-world challenges. The success or failure of text classification systems hangs on the datasets used to train them, without a good dataset it is impossible to build a quality system. This thesis examines the applicability of active learning in text classification for the rapid and economical creation of labelled training data. Four main contributions are made in this thesis. First, we present two novel selection strategies to choose the most informative examples for manually labelling. One is an approach using an advanced aggregated confidence measurement instead of the direct output of classifiers to measure the confidence of the prediction and choose the examples with least confidence for querying. The other is a simple but effective exploration guided active learning selection strategy which uses only the notions of density and diversity, based on similarity, in its selection strategy. Second, we propose new methods of using deterministic clustering algorithms to help bootstrap the active learning process. We first illustrate the problems of using non-deterministic clustering for selecting initial training sets, showing how non-deterministic clustering methods can result in inconsistent behaviour in the active learning process. We then compare various deterministic clustering techniques and commonly used non-deterministic ones, and show that deterministic clustering algorithms are as good as non-deterministic clustering algorithms at selecting initial training examples for the active learning process. More importantly, we show that the use of deterministic approaches stabilises the active learning process. Our third direction is in the area of visualising the active learning process. We demonstrate the use of an existing visualisation technique in understanding active learning selection strategies to show that a better understanding of selection strategies can be achieved with the help of visualisation techniques. Finally, to evaluate the practicality and usefulness of active learning as a general dataset labelling methodology, it is desirable that actively labelled dataset can be reused more widely instead of being only limited to some particular classifier. We compare the reusability of popular active learning methods for text classification and identify the best classifiers to use in active learning for text classification. This thesis is concerned using active learning methods to label large unlabelled textual datasets. Our domain of interest is text classification, but most of the methods proposed are quite general and so are applicable to other domains having large collections of data with high dimensionality