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Background: It has long been suggested that user feedback, typically written in natural language by end-users, can help issue detection. However, for large-scale online service systems that receive a tremendous amount of feedback, it…
In today's competitive marketing landscape, effective complaint management is crucial for customer service and business success. Video complaints, integrating text and image content, offer invaluable insights by addressing customer…
The growing influence of video content as a medium for communication and misinformation underscores the urgent need for effective tools to analyze claims in multilingual and multi-topic settings. Existing efforts in misinformation detection…
In this paper, we address the problem of evaluating whether results served by an e-commerce search engine for a query are good or not. This is a critical question in evaluating any e-commerce search engine. While this question is…
Consumer complaints are a crucial source of information for companies, policymakers, and consumers alike. They provide insight into the problems faced by consumers and help identify areas for improvement in products, services, and…
While there exists a lot of work on explainable complaint mining, articulating user concerns through text or video remains a significant challenge, often leaving issues unresolved. Users frequently struggle to express their complaints…
The impact of online reviews on businesses has grown significantly during last years, being crucial to determine business success in a wide array of sectors, ranging from restaurants, hotels to e-commerce. Unfortunately, some users use…
In e-commerce, opinion tags refer to a ranked list of tags provided by the e-commerce platform that reflect characteristics of reviews of an item. To assist consumers to quickly grasp a large number of reviews about an item, opinion tags…
According to the literature, Product reviews are an important source of information for customers to support their buying decision. Product reviews improve customer trust and loyalty. Reviews help customers in understanding what other…
The majority of online reviews consist of plain-text feedback together with a single numeric score. However, there are multiple dimensions to products and opinions, and understanding the `aspects' that contribute to users' ratings may help…
With the huge growth in e-commerce domain, product recommendations have become an increasing field of interest amongst e-commerce companies. One of the more difficult tasks in product recommendations is size and fit predictions. There are a…
Online retailers often offer a vast choice of products to their customers to filter and browse through. The order in which the products are listed depends on the ranking algorithm employed in the online shop. State-of-the-art ranking…
With the development of e-commerce, many products are now being sold worldwide, and manufacturers are eager to obtain a better understanding of customer behavior in various regions. To achieve this goal, most previous efforts have focused…
E-commerce businesses employ recommender models to assist in identifying a personalized set of products for each visitor. To accurately assess the recommendations' influence on customer clicks and buys, three target areas -- customer…
In todays digital landscape, end-user feedback plays a crucial role in the evolution of software applications, particularly in addressing issues that hinder user experience. While much research has focused on high-rated applications,…
Complaining is a speech act that expresses a negative inconsistency between reality and human expectations. While prior studies mostly focus on identifying the existence or the type of complaints, in this work, we present the first study in…
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…
Within the context of review analytics, aspects are the features of products and services at which customers target their opinions and sentiments. Aspect detection helps product owners and service providers to identify shortcomings and…
Contact tracing has been globally adopted in the fight to control the infection rate of COVID-19. Thanks to digital technologies, such as smartphones and wearable devices, contacts of COVID-19 patients can be easily traced and informed…
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…