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DOI: 10.14569/IJACSA.2021.0121153
PDF

Transformer based Contextual Model for Sentiment Analysis of Customer Reviews: A Fine-tuned BERT

Author 1: Ashok Kumar Durairaj
Author 2: Anandan Chinnalagu

International Journal of Advanced Computer Science and Applications(IJACSA), Volume 12 Issue 11, 2021.

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Abstract: The Bidirectional Encoder Representations from Transformers (BERT) is a state-of-the-art language model used for multiple natural language processing tasks and sequential modeling applications. The accuracy of predictions from context-based sentiment and analysis of customer review data from various social media platforms are challenging and time-consuming tasks due to the high volumes of unstructured data. In recent years, more research has been conducted based on the recurrent neural network algorithm, Long Short-Term Memory (LSTM), Bidirectional LSTM (BiLSTM) as well as hybrid, neutral, and traditional text classification algorithms. This paper presents our experimental research work to overcome these known challenges of the sentiment analysis models, such as its performance, accuracy, and context-based predictions. We’ve proposed a fine-tuned BERT model to predict customer sentiments through the utilization of customer reviews from Twitter, IMDB Movie Reviews, Yelp, Amazon. In addition, we compared the results of the proposed model with our custom Linear Support Vector Machine (LSVM), fastText, BiLSTM and hybrid fastText-BiLSTM models, as well as presented a comparative analysis dashboard report. This experiment result shows that the proposed model performs better than other models with respect to various performance measures.

Keywords: Transformers model; BERT; sequential model; deep learning; RNN; LSVM; LSTM; BiLSTM; fastText

Ashok Kumar Durairaj and Anandan Chinnalagu, “Transformer based Contextual Model for Sentiment Analysis of Customer Reviews: A Fine-tuned BERT” International Journal of Advanced Computer Science and Applications(IJACSA), 12(11), 2021. http://dx.doi.org/10.14569/IJACSA.2021.0121153

@article{Durairaj2021,
title = {Transformer based Contextual Model for Sentiment Analysis of Customer Reviews: A Fine-tuned BERT},
journal = {International Journal of Advanced Computer Science and Applications},
doi = {10.14569/IJACSA.2021.0121153},
url = {http://dx.doi.org/10.14569/IJACSA.2021.0121153},
year = {2021},
publisher = {The Science and Information Organization},
volume = {12},
number = {11},
author = {Ashok Kumar Durairaj and Anandan Chinnalagu}
}



Copyright Statement: This is an open access article licensed under a Creative Commons Attribution 4.0 International License, which permits unrestricted use, distribution, and reproduction in any medium, even commercially as long as the original work is properly cited.

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