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Identifying Complaints from Product Reviews: A Case Study on Hindi

Automatic recognition of customer complaints on products or services that they purchase can be crucial for the organisations, multinationals and online retailers since they can exploit this information to fulfil their customers’ expectations including managing and resolving the complaints. Recently, researchers have applied supervised learning strategies to automatically identify users’ complaints expressed in English on Twitter. The downside of these approaches is that they require labeled training data for learning, which is expensive to create. This poses a barrier for them being applied to low-resource languages and domains for which task-specific data is not available. Machine translation (MT) can be used as an alternative to the tools that require such task-specific data. In this work, we use state-of-the-art neural MT (NMT) models for translating Hindi reviews into English and investigate performance of the downstream classification task (complaints identification) on their English translations.

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