New techniques and framework for sentiment analysis and tuning of CRM structure in the context of Arabic language

A thesis submitted to the University of Bedfordshire in partial fulfilment of the requirements for the degree of Doctor of PhilosophyKnowing customers’ opinions regarding services received has always been important for businesses. It has been acknowledged that both Customer Experience Management (CEM) and Customer Relationship Management (CRM) can help companies take informed decisions to improve their performance in the decision-making process. However, real-word applications are not so straightforward. A company may face hard decisions over the differences between the opinions predicted by CRM and actual opinions collected in CEM via social media platforms. Until recently, how to integrate the unstructured feedback from CEM directly into CRM, especially for the Arabic language, was still an open question. Furthermore, an accurate labelling of unstructured feedback is essential for the quality of CEM. Finally, CRM needs to be tuned and revised based on the feedback from social media to realise its full potential. However, the tuning mechanism for CEM of different levels has not yet been clarified. Facing these challenges, in this thesis, key techniques and a framework are presented to integrate Arabic sentiment analysis into CRM. First, as text pre-processing and classification are considered crucial to sentiment classification, an investigation is carried out to find the optimal techniques for the pre-processing and classification of Arabic sentiment analysis. Recommendations for using sentiment analysis classification in MSA as well as Saudi dialects are proposed. Second, to deal with the complexities of the Arabic language and to help operators identify possible conflicts in their original labelling, this study proposes techniques to improve the labelling process of Arabic sentiment analysis with the introduction of neural classes and relabelling. Finally, a framework for adjusting CRM via CEM for both the structure of the CRM system (on the sentence level) and the inaccuracy of the criteria or weights employed in the CRM system (on the aspect level) are proposed. To ensure the robustness and the repeatability of the proposed techniques and framework, the results of the study are further validated with real-word applications from different domains

MULDASA:Multifactor Lexical Sentiment Analysis of Social-Media Content in Nonstandard Arabic Social Media

The semantically complicated Arabic natural vocabulary, and the shortage of available techniques and skills to capture Arabic emotions from text hinder Arabic sentiment analysis (ASA). Evaluating Arabic idioms that do not follow a conventional linguistic framework, such as contemporary standard Arabic (MSA), complicates an incredibly difficult procedure. Here, we define a novel lexical sentiment analysis approach for studying Arabic language tweets (TTs) from specialized digital media platforms. Many elements comprising emoji, intensifiers, negations, and other nonstandard expressions such as supplications, proverbs, and interjections are incorporated into the MULDASA algorithm to enhance the precision of opinion classifications. Root words in multidialectal sentiment LX are associated with emotions found in the content under study via a simple stemming procedure. Furthermore, a feature–sentiment correlation procedure is incorporated into the proposed technique to exclude viewpoints expressed that seem to be irrelevant to the area of concern. As part of our research into Saudi Arabian employability, we compiled a large sample of TTs in 6 different Arabic dialects. This research shows that this sentiment categorization method is useful, and that using all of the characteristics listed earlier improves the ability to accurately classify people’s feelings. The classification accuracy of the proposed algorithm improved from 83.84% to 89.80%. Our approach also outperformed two existing research projects that employed a lexical approach for the sentiment analysis of Saudi dialect

A Framework for Arabic Concept-Level Sentiment Analysis using SenticNet

Arabic Sentiment analysis research field has been progressing in a slow pace compared to English and other languages. In addition to that most of the contributions are based on using supervised machine learning algorithms while comparing the performance of different classifiers with different selected stylistic and syntactic features. In this paper, we presented a novel framework for using the Concept-level sentiment analysis approach which classifies text based on their semantics rather than syntactic features. Moreover, we provided a lexicon dataset of around 69 k unique concepts that covers multi-domain reviews collected from the internet. We also tested the lexicon on a test sample from the dataset it was collected from and obtained an accuracy of 70%. The lexicon has been made publicly available for scientific purposes

Transductive Learning with String Kernels for Cross-Domain Text Classification

For many text classification tasks, there is a major problem posed by the lack of labeled data in a target domain. Although classifiers for a target domain can be trained on labeled text data from a related source domain, the accuracy of such classifiers is usually lower in the cross-domain setting. Recently, string kernels have obtained state-of-the-art results in various text classification tasks such as native language identification or automatic essay scoring. Moreover, classifiers based on string kernels have been found to be robust to the distribution gap between different domains. In this paper, we formally describe an algorithm composed of two simple yet effective transductive learning approaches to further improve the results of string kernels in cross-domain settings. By adapting string kernels to the test set without using the ground-truth test labels, we report significantly better accuracy rates in cross-domain English polarity classification.Comment: Accepted at ICONIP 2018. arXiv admin note: substantial text overlap with arXiv:1808.0840