@inproceedings{jin-aletras-2020-complaint,
    title = "Complaint Identification in Social Media with Transformer Networks",
    author = "Jin, Mali  and
      Aletras, Nikolaos",
    editor = "Scott, Donia  and
      Bel, Nuria  and
      Zong, Chengqing",
    booktitle = "Proceedings of the 28th International Conference on Computational Linguistics",
    month = dec,
    year = "2020",
    address = "Barcelona, Spain (Online)",
    publisher = "International Committee on Computational Linguistics",
    url = "https://preview.aclanthology.org/ingest-emnlp/2020.coling-main.157/",
    doi = "10.18653/v1/2020.coling-main.157",
    pages = "1765--1771",
    abstract = "Complaining is a speech act extensively used by humans to communicate a negative inconsistency between reality and expectations. Previous work on automatically identifying complaints in social media has focused on using feature-based and task-specific neural network models. Adapting state-of-the-art pre-trained neural language models and their combinations with other linguistic information from topics or sentiment for complaint prediction has yet to be explored. In this paper, we evaluate a battery of neural models underpinned by transformer networks which we subsequently combine with linguistic information. Experiments on a publicly available data set of complaints demonstrate that our models outperform previous state-of-the-art methods by a large margin achieving a macro F1 up to 87."
}