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| Main Authors: | , |
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| Format: | Preprint |
| Published: |
2025
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| Subjects: | |
| Online Access: | https://arxiv.org/abs/2505.20571 |
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Table of Contents:
- Classifying customer feedback into distinct emotion categories is essential for understanding sentiment and improving customer experience. In this paper, we classify customer feedback in Spanish into three emotion categories--positive, neutral, and negative--using advanced NLP and ML techniques. Traditional methods translate feedback from widely spoken languages to less common ones, resulting in a loss of semantic integrity and contextual nuances inherent to the original language. To address this limitation, we propose a hybrid approach that combines TF-IDF with BERT embeddings, effectively transforming Spanish text into rich numerical representations that preserve the semantic depth of the original language by using a Custom Stacking Ensemble (CSE) approach. To evaluate emotion classification, we utilize a range of models, including Logistic Regression, KNN, Bagging classifier with LGBM, and AdaBoost. The CSE model combines these classifiers as base models and uses a one-vs-all Logistic Regression as the meta-model. Our experimental results demonstrate that CSE significantly outperforms the individual and BERT model, achieving a test accuracy of 93.3% on the native Spanish dataset--higher than the accuracy obtained from the translated version. These findings underscore the challenges of emotion classification in Spanish and highlight the advantages of combining vectorization techniques like TF-IDF with BERT for improved accuracy. Our results provide valuable insights for businesses seeking to leverage emotion classification to enhance customer feedback analysis and service improvements.