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Terms and conditions for online shopping websites often contain terms that can have significant financial consequences for customers. Despite their impact, there is currently no comprehensive understanding of the types and potential risks…
This paper explores public perceptions around the role of affective computing in the workplace. It uses a series of design fictions with 46 UK based participants, unpacking their perspectives on the advantages and disadvantages of tracking…
We propose the Echo-Chamber Effect assessment of an online forum. Sentiments perceived by the forum readers are at the core of the analysis; a complete message is the unit of the study. We build 14 models and apply those to represent…
Recent years have witnessed increasing calls for computing researchers to grapple with the societal impacts of their work. Tools such as impact assessments have gained prominence as a method to uncover potential impacts, and a number of…
Since internet technologies have advanced, one of the primary factors in company development is customer happiness. Online platforms have become prominent places for sharing reviews. Twitter is one of these platforms where customers…
In today's world, banks use artificial intelligence to optimize diverse business processes, aiming to improve customer experience. Most of the customer-related tasks can be categorized into two groups: 1) local ones, which focus on a…
In an era of rapidly expanding software usage, catering to the diverse needs of users from various backgrounds has become a critical challenge. Inclusiveness, representing a core human value, is frequently overlooked during software…
Sentiment analysis is one of the fastest growing research areas in computer science, making it challenging to keep track of all the activities in the area. We present a computer-assisted literature review, where we utilize both text mining…
Internet of Things (IoT) systems are bundles of networked sensors and actuators that are deployed in an environment and act upon the sensory data that they receive. These systems, especially consumer electronics, have two main cooperating…
Product review nowadays has become an important source of information, not only for customers to find opinions about products easily and share their reviews with peers, but also for product manufacturers to get feedback on their products.…
A consumer-dependent (business-to-consumer) organization tends to present itself as possessing a set of human qualities, which is termed as the brand personality of the company. The perception is impressed upon the consumer through the…
Digital financial services can introduce new digital-safety risks for users, particularly survivors of intimate partner financial abuse (IPFA). To offer improved support for such users, a comprehensive understanding of their support needs…
The use of online reviews to aid with purchase decisions is popular among consumers as it is a simple heuristic tool based on the reported experiences of other consumers. However, not all online reviews are written by real consumers or…
Driven by artificial intelligence, data science, and high-resolution simulations, I/O workloads and hardware on high-performance computing (HPC) systems have become increasingly complex. This complexity can lead to large I/O overheads and…
The need to address representation biases and sentencing disparities in legal case data has long been recognized. Here, we study the problem of identifying and measuring biases in large-scale legal case data from an algorithmic fairness…
Predicting the behaviour of shoppers provides valuable information for retailers, such as the expected spend of a shopper or the total turnover of a supermarket. The ability to make predictions on an individual level is useful, as it allows…
Influencer marketing has become a crucial feature of digital marketing strategies. Despite its rapid growth and algorithmic relevance, the field of computational studies in influencer marketing remains fragmented, especially with limited…
We develop an NLP-based procedure for detecting systematic nonmeritorious consumer complaints, simply called systematic anomalies, among complaint narratives. While classification algorithms are used to detect pronounced anomalies, in the…
App stores include an increasing amount of user feedback in form of app ratings and reviews. Research and recently also tool vendors have proposed analytics and data mining solutions to leverage this feedback to developers and analysts,…
Cities across the United States are implementing information communication technologies in an effort to improve government services. One such innovation in e-government is the creation of 311 systems, offering a centralized platform where…