As the e-commerce market continues to expand and online transactions proliferate, customer reviews have emerged as a critical element in shaping the purchasing decisions of prospective buyers. Previous studies have endeavored to identify key aspects of customer reviews through the development of sentiment analysis models and topic models. However, extracting specific dissatisfaction factors remains a challenging task. In this study, we delineate the pain point detection problem and propose Painsight, an unsupervised framework for automatically extracting distinct dissatisfaction factors from customer reviews without relying on ground truth labels. Painsight employs pre-trained language models to construct sentiment analysis and topic models, leveraging attribution scores derived from model gradients to extract dissatisfaction factors. Upon application of the proposed methodology to customer review data spanning five product categories, we successfully identified and categorized dissatisfaction factors within each group, as well as isolated factors for each type. Notably, Painsight outperformed benchmark methods, achieving substantial performance enhancements and exceptional results in human evaluations.

Dialogue state tracking (DST) aims to extract essential information from multi-turn dialog situations and take appropriate actions. A belief state, one of the core pieces of information, refers to the subject and its specific content, and appears in the form of domain-slot-value. The trained model predicts “accumulated” belief states in every turn, and joint goal accuracy and slot accuracy are mainly used to evaluate the prediction; however, we specify that the current evaluation metrics have a critical limitation when evaluating belief states accumulated as the dialogue proceeds, especially in the most used MultiWOZ dataset. Additionally, we propose relative slot accuracy to complement existing metrics. Relative slot accuracy does not depend on the number of predefined slots, and allows intuitive evaluation by assigning relative scores according to the turn of each dialog. This study also encourages not solely the reporting of joint goal accuracy, but also various complementary metrics in DST tasks for the sake of a realistic evaluation.

The primary purpose of dialogue state tracking(DST), a critical component of an end-toend conversational system, is to build a model that responds well to real-world situations. Although we often change our minds from time to time during ordinary conversations, current benchmark datasets do not adequately reflect such occurrences and instead consist of over-simplified conversations, in which no one changes their mind during a conversation. As the main question inspiring the present study, “Are current benchmark datasets sufficiently diverse to handle casual conversations in which one changes their mind after a certain topic is over?” We found that the answer is “No” because DST models cannot refer to previous user preferences when template-based turnback utterances are injected into the dataset. Even in the the simplest mind-changing (turnback) scenario, the performance of DST models significantly degenerated. However, we found that this performance degeneration can be recovered when the turnback scenarios are explicitly designed in the training set, implying that the problem is not with the DST models but rather with the construction of the benchmark dataset.

In this paper, we propose Multi²OIE, which performs open information extraction (open IE) by combining BERT with multi-head attention. Our model is a sequence-labeling system with an efficient and effective argument extraction method. We use a query, key, and value setting inspired by the Multimodal Transformer to replace the previously used bidirectional long short-term memory architecture with multi-head attention. Multi²OIE outperforms existing sequence-labeling systems with high computational efficiency on two benchmark evaluation datasets, Re-OIE2016 and CaRB. Additionally, we apply the proposed method to multilingual open IE using multilingual BERT. Experimental results on new benchmark datasets introduced for two languages (Spanish and Portuguese) demonstrate that our model outperforms other multilingual systems without training data for the target languages.