Complaint detection and classification of customer reviews

Abstract

In a world where competition and technology usage increase consistently, customer satisfaction has become important for companies. In this study, the customer reviews, obtained from the results of the surveys that are made via different channels, are analyzed and when a problem is detected, a quick solution is aimed. For the complaint detection and classification on the customer reviews process, long short-term memory, which is a recurrent neural network, is applied. A data set from the tourism industry is labelled to carry out the proposed method. The results retrieved on performing the method on the data, which is relatively larger than the similar works in literature, are acceptable and the proposed model works in real-time.