Deciphering the complaint aspects: Towards an aspect-based complaint identification model with video complaint dataset in finance
Fuente:
arXiv
Salvato in:
| Autori principali: | , , , , |
|---|---|
| Natura: | Preprint |
| Pubblicazione: |
2025
|
| Soggetti: | |
| Accesso online: | |
| Tags: |
Aggiungi Tag
Nessun Tag, puoi essere il primo ad aggiungerne!!
|
| _version_ | 1866913712941563904 |
|---|---|
| author | Das, Sarmistha Mujavarsheik, Basha Lyngkhoi, R E Zera Saha, Sriparna Maurya, Alka |
| author_facet | Das, Sarmistha Mujavarsheik, Basha Lyngkhoi, R E Zera Saha, Sriparna Maurya, Alka |
| contents | In today's competitive marketing landscape, effective complaint management is crucial for customer service and business success. Video complaints, integrating text and image content, offer invaluable insights by addressing customer grievances and delineating product benefits and drawbacks. However, comprehending nuanced complaint aspects within vast daily multimodal financial data remains a formidable challenge. Addressing this gap, we have curated a proprietary multimodal video complaint dataset comprising 433 publicly accessible instances. Each instance is meticulously annotated at the utterance level, encompassing five distinct categories of financial aspects and their associated complaint labels. To support this endeavour, we introduce Solution 3.0, a model designed for multimodal aspect-based complaint identification task. Solution 3.0 is tailored to perform three key tasks: 1) handling multimodal features ( audio and video), 2) facilitating multilabel aspect classification, and 3) conducting multitasking for aspect classifications and complaint identification parallelly. Solution 3.0 utilizes a CLIP-based dual frozen encoder with an integrated image segment encoder for global feature fusion, enhanced by contextual attention (ISEC) to improve accuracy and efficiency. Our proposed framework surpasses current multimodal baselines, exhibiting superior performance across nearly all metrics by opening new ways to strengthen appropriate customer care initiatives and effectively assisting individuals in resolving their problems. |
| format | Preprint |
| id |
arxiv_https___arxiv_org_abs_2503_00054 |
| institution | arXiv |
| publishDate | 2025 |
| record_format | arxiv |
| spellingShingle | Deciphering the complaint aspects: Towards an aspect-based complaint identification model with video complaint dataset in finance Das, Sarmistha Mujavarsheik, Basha Lyngkhoi, R E Zera Saha, Sriparna Maurya, Alka Computer Vision and Pattern Recognition Artificial Intelligence Machine Learning In today's competitive marketing landscape, effective complaint management is crucial for customer service and business success. Video complaints, integrating text and image content, offer invaluable insights by addressing customer grievances and delineating product benefits and drawbacks. However, comprehending nuanced complaint aspects within vast daily multimodal financial data remains a formidable challenge. Addressing this gap, we have curated a proprietary multimodal video complaint dataset comprising 433 publicly accessible instances. Each instance is meticulously annotated at the utterance level, encompassing five distinct categories of financial aspects and their associated complaint labels. To support this endeavour, we introduce Solution 3.0, a model designed for multimodal aspect-based complaint identification task. Solution 3.0 is tailored to perform three key tasks: 1) handling multimodal features ( audio and video), 2) facilitating multilabel aspect classification, and 3) conducting multitasking for aspect classifications and complaint identification parallelly. Solution 3.0 utilizes a CLIP-based dual frozen encoder with an integrated image segment encoder for global feature fusion, enhanced by contextual attention (ISEC) to improve accuracy and efficiency. Our proposed framework surpasses current multimodal baselines, exhibiting superior performance across nearly all metrics by opening new ways to strengthen appropriate customer care initiatives and effectively assisting individuals in resolving their problems. |
| title | Deciphering the complaint aspects: Towards an aspect-based complaint identification model with video complaint dataset in finance |
| topic | Computer Vision and Pattern Recognition Artificial Intelligence Machine Learning |
| url | https://arxiv.org/abs/2503.00054 |