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Addressing class imbalance in customer review: Analysis using focal loss and SVM with BERT
http://hdl.handle.net/10228/0002001862
http://hdl.handle.net/10228/0002001862f8ec8d50-dacf-48fe-956b-e77658ec281e
| 名前 / ファイル | ライセンス | アクション |
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10462354.pdf (426.9 KB)
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| アイテムタイプ | 共通アイテムタイプ(1) | |||||||||||
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| 公開日 | 2025-08-07 | |||||||||||
| タイトル | ||||||||||||
| タイトル | Addressing class imbalance in customer review: Analysis using focal loss and SVM with BERT | |||||||||||
| 言語 | en | |||||||||||
| 著者 |
Li, Zhenming
× Li, Zhenming
× 嶋田, 和孝
WEKO
13734
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| 著作権関連情報 | ||||||||||||
| 権利情報 | Copyright (c) 2025 IEEE. Personal use of this material is permitted. Permission from IEEE must be obtained for all other uses, in any current or future media, including reprinting/republishing this material for advertising or promotional purposes, creating new collective works, for resale or redistribution to servers or lists, or reuse of any copyrighted component of this work in other works. | |||||||||||
| 言語 | en | |||||||||||
| 抄録 | ||||||||||||
| 内容記述タイプ | Abstract | |||||||||||
| 内容記述 | In today's digital marketplace, customer reviews play a critical role in influencing consumer decisions and in-forming business improvements. Among these, Request" and "Complaint" reviews provide direct insights into customer needs and areas of dissatisfaction. However, they often constitute a minority in review datasets, creating a class imbalance problem that hinders effective classification. In our research, we propose a novel approach to addressing class imbalance by incorporating Focal Loss into the fine-tuning of a BERT model for classifying customer reviews. Using a dataset with "Request", "Complaint", and other comment types, we demonstrate that Focal Loss significantly improves classification for the highly underrepresented "Request" class. Additionally, replacing BERT's fully connected layer with an SVM classifier further enhances performance on the "Request" class. However, we observed a slight decrease in classification effectiveness for the "Complaint" class, suggesting that complementary techniques may be necessary to achieve balanced performance. Our approach offers a robust solution for enhancing customer review analysis, enabling businesses to better capture and respond to critical customer insights." | |||||||||||
| 言語 | en | |||||||||||
| 備考 | ||||||||||||
| 内容記述タイプ | Other | |||||||||||
| 内容記述 | 2024 17th International Congress on Advanced Applied Informatics (IIAI-AAI-Winter), 16-18 December, 2024, Ho Chi Minh, Vietnam | |||||||||||
| 言語 | en | |||||||||||
| 書誌情報 |
en : 2024 17th International Congress on Advanced Applied Informatics (IIAI-AAI-Winter) 発行日 2024-12 |
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| 出版社 | ||||||||||||
| 出版者 | IEEE | |||||||||||
| 言語 | en | |||||||||||
| キーワード | ||||||||||||
| 言語 | en | |||||||||||
| 主題Scheme | Other | |||||||||||
| 主題 | Customer Reviews | |||||||||||
| キーワード | ||||||||||||
| 言語 | en | |||||||||||
| 主題Scheme | Other | |||||||||||
| 主題 | Text Classification | |||||||||||
| キーワード | ||||||||||||
| 言語 | en | |||||||||||
| 主題Scheme | Other | |||||||||||
| 主題 | Class Imbalance | |||||||||||
| キーワード | ||||||||||||
| 言語 | en | |||||||||||
| 主題Scheme | Other | |||||||||||
| 主題 | Pre-trained Language Model | |||||||||||
| キーワード | ||||||||||||
| 言語 | en | |||||||||||
| 主題Scheme | Other | |||||||||||
| 主題 | Focal Loss | |||||||||||
| 言語 | ||||||||||||
| 言語 | eng | |||||||||||
| 資源タイプ | ||||||||||||
| 資源タイプ識別子 | http://purl.org/coar/resource_type/c_6501 | |||||||||||
| 資源タイプ | journal article | |||||||||||
| 出版タイプ | ||||||||||||
| 出版タイプ | AM | |||||||||||
| 出版タイプResource | http://purl.org/coar/version/c_ab4af688f83e57aa | |||||||||||
| DOI | ||||||||||||
| 識別子タイプ | DOI | |||||||||||
| 関連識別子 | https://doi.org/10.1109/IIAI-AAI-Winter65925.2024.00020 | |||||||||||
| ISBN | ||||||||||||
| 識別子タイプ | ISBN | |||||||||||
| 関連識別子 | 979-8-3315-4380-8 | |||||||||||
| 助成情報 | ||||||||||||
| 助成機関識別子タイプ | Crossref Funder | |||||||||||
| 助成機関識別子 | https://doi.org/10.13039/501100002241 | |||||||||||
| 助成機関名 | 科学技術振興機構 (JST) | |||||||||||
| 言語 | ja | |||||||||||
| 助成機関名 | Japan Science and Technology Agency (JST) | |||||||||||
| 言語 | en | |||||||||||
| 言語 | ja | |||||||||||
| プログラム情報 | JST次世代研究者挑戦的研究プログラム | |||||||||||
| 研究課題番号 | JPMJSP2154 | |||||||||||
| 会議記述 | ||||||||||||
| 会議名 | 2024 17th International Congress on Advanced Applied Informatics (IIAI-AAI-Winter) | |||||||||||
| 回次 | 17 | |||||||||||
| 開始年 | 2024 | |||||||||||
| 開始月 | 12 | |||||||||||
| 開始日 | 16 | |||||||||||
| 終了年 | 2024 | |||||||||||
| 終了月 | 12 | |||||||||||
| 終了日 | 18 | |||||||||||
| 開催地 | Ho Chi Minh | |||||||||||
| 言語 | en | |||||||||||
| 開催国 | VNM | |||||||||||
| 研究者情報 | ||||||||||||
| URL | https://hyokadb02.jimu.kyutech.ac.jp/html/196_ja.html | |||||||||||
| 論文ID（連携） | ||||||||||||
| 値 | 10462354 | |||||||||||
| 連携ID | ||||||||||||
| 値 | 14822 | |||||||||||
