Context-based sentiment analysis on customer reviews using machine learning linear models

Abstract

Customer satisfaction and their positive sentiments are some of the various goals for successful companies. However, analyzing customer reviews to predict accurate sentiments have been proven to be challenging and time-consuming due to high volumes of collected data from various sources. Several researchers approach this with algorithms, methods, and models. These include machine learning and deep learning (DL) methods, unigram and skip-gram based algorithms, as well as the Artificial Neural Network (ANN) and bag-of-word (BOW) regression model. Studies and research have revealed incoherence in polarity, model overfitting and performance issues, as well as high cost in data processing. This experiment was conducted to solve these revealing issues, by building a high performance yet cost-effective model for predicting accurate sentiments from large datasets containing customer reviews. This model uses the fastText library from Facebook’s AI research (FAIR) Lab, as well as the traditional Linear Support Vector Machine (LSVM) to classify text and word embedding. Comparisons of this model were also done with the author’s a custom multi-layer Sentiment Analysis (SA) Bi-directional Long Short-Term Memory (SA-BLSTM) model. The proposed fastText model, based on results, obtains a higher accuracy of 90.71% as well as 20% in performance compared to LSVM and SA-BLSTM models.