Using Structured Representation and Data: A Hybrid Model for Negation and Sentiment in Customer Service Conversations

Amita Misra, Mansurul Bhuiyan, Jalal Mahmud, Saurabh Tripathy

Abstract
Twitter customer service interactions have recently emerged as an effective platform to respond and engage with customers. In this work, we explore the role of ”negation” in customer service interactions, particularly applied to sentiment analysis. We define rules to identify true negation cues and scope more suited to conversational data than existing general review data. Using semantic knowledge and syntactic structure from constituency parse trees, we propose an algorithm for scope detection that performs comparable to state of the art BiLSTM. We further investigate the results of negation scope detection for the sentiment prediction task on customer service conversation data using both a traditional SVM and a Neural Network. We propose an antonym dictionary based method for negation applied to a combination CNN-LSTM for sentiment analysis. Experimental results show that the antonym-based method outperforms the previous lexicon-based and Neural Network methods.
Anthology ID:
W19-1306
Volume:
Proceedings of the Tenth Workshop on Computational Approaches to Subjectivity, Sentiment and Social Media Analysis
Month:
June
Year:
2019
Address:
Minneapolis, USA
Venue:
WASSA
SIG:
Publisher:
Association for Computational Linguistics
Note:
Pages:
46–56
Language:
URL:
https://aclanthology.org/W19-1306
DOI:
10.18653/v1/W19-1306
Bibkey:
Cite (ACL):
Amita Misra, Mansurul Bhuiyan, Jalal Mahmud, and Saurabh Tripathy. 2019. Using Structured Representation and Data: A Hybrid Model for Negation and Sentiment in Customer Service Conversations. In Proceedings of the Tenth Workshop on Computational Approaches to Subjectivity, Sentiment and Social Media Analysis, pages 46–56, Minneapolis, USA. Association for Computational Linguistics.
Cite (Informal):
Using Structured Representation and Data: A Hybrid Model for Negation and Sentiment in Customer Service Conversations (Misra et al., WASSA 2019)
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https://preview.aclanthology.org/starsem-semeval-split/W19-1306.pdf
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