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Fake review identification is an important topic and has gained the interest of experts all around the world. Identifying fake reviews is challenging for researchers, and there are several primary challenges to fake review detection. We…
Computer manufacturers typically offer platforms for users to report faults. However, there remains a significant gap in these platforms' ability to effectively utilize textual reports, which impedes users from describing their issues in…
In highly competitive software markets, user experience (UX) evaluation is crucial for ensuring software quality and fostering long-term product success. Such UX evaluations typically combine quantitative metrics from standardized…
Recommender systems apply data mining techniques and prediction algorithms to predict users' interest on information, products and services among the tremendous amount of available items. The vast growth of information on the Internet as…
Millions of packages are delivered successfully by online and local retail stores across the world every day. The proper delivery of packages is needed to ensure high customer satisfaction and repeat purchases. These deliveries suffer…
This paper presents the results of a research study related to software system failures, with the goal of understanding how we might better evolve, maintain and support software systems in production. We have qualitatively analyzed thirty…
On social media platforms like Twitter, users regularly share their opinions and comments with software vendors and service providers. Popular software products might get thousands of user comments per day. Research has shown that such…
Software defects are a major threat to the reliability of computer systems. The literature shows that more than 30% of bug reports submitted in large software projects are misclassified (i.e., are feature requests, or mistakes made by the…
Most research on question answering focuses on the pre-deployment stage; i.e., building an accurate model for deployment. In this paper, we ask the question: Can we improve QA systems further \emph{post-}deployment based on user…
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…
Online reviews provide viewpoints on the strengths and shortcomings of products/services, influencing potential customers' purchasing decisions. However, the proliferation of non-credible reviews -- either fake (promoting/ demoting an…
Search and recommender systems that take the initiative to ask clarifying questions to better understand users' information needs are receiving increasing attention from the research community. However, to the best of our knowledge, there…
Though it has been recognized that recommending serendipitous (i.e., surprising and relevant) items can be helpful for increasing users' satisfaction and behavioral intention, how to measure serendipity in the offline environment is still…
Recommender systems recommend items more accurately by analyzing users' potential interest on different brands' items. In conjunction with users' rating similarity, the presence of users' implicit feedbacks like clicking items, viewing…
This paper presents a pipeline to detect and explain anomalous reviews in online platforms. The pipeline is made up of three modules and allows the detection of reviews that do not generate value for users due to either worthless or…
Training and refreshing a web-scale Question Answering (QA) system for a multi-lingual commercial search engine often requires a huge amount of training examples. One principled idea is to mine implicit relevance feedback from user behavior…
Online consumer reviews play a crucial role in guiding purchase decisions by offering insights into product quality, usability, and performance. However, the increasing volume of user-generated reviews has led to information overload,…
With the proliferation of the e-commerce industry, analyzing customer feedback is becoming indispensable to a service provider. In recent days, it can be noticed that customers upload the purchased product images with their review scores.…
In today's digitalized world, where software systems are becoming increasingly ubiquitous and complex, the quality aspect of explainability is gaining relevance. A major challenge in achieving adequate explanations is the elicitation of…
Users of social virtual reality (VR) platforms often use user reviews to document incidents of witnessed and/or experienced user harassment. However, at present, research has yet to be explore utilising this data as a monitoring mechanism…