Customer Sentiments in Product Reviews: A Comparative Study with GooglePaLM

SHOBAYO, Olamilekan, SASIKUMAR, Swethika, MAKKAR, Sandhya and OKOYEIGBO, Obinna (2024). Customer Sentiments in Product Reviews: A Comparative Study with GooglePaLM. Analytics, 3 (2), 241-254.

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In this work, we evaluated the efficacy of Google’s Pathways Language Model (GooglePaLM) in analyzing sentiments expressed in product reviews. Although conventional Natural Language Processing (NLP) techniques such as the rule-based Valence Aware Dictionary for Sentiment Reasoning (VADER) and the long sequence Bidirectional Encoder Representations from Transformers (BERT) model are effective, they frequently encounter difficulties when dealing with intricate linguistic features like sarcasm and contextual nuances commonly found in customer feedback. We performed a sentiment analysis on Amazon’s fashion review datasets using the VADER, BERT, and GooglePaLM models, respectively, and compared the results based on evaluation metrics such as precision, recall, accuracy correct positive prediction, and correct negative prediction. We used the default values of the VADER and BERT models and slightly finetuned GooglePaLM with a Temperature of 0.0 and an N-value of 1. We observed that GooglePaLM performed better with correct positive and negative prediction values of 0.91 and 0.93, respectively, followed by BERT and VADER. We concluded that large language models surpass traditional rule-based systems for natural language processing tasks.

Item Type: Article
Identification Number:
Page Range: 241-254
SWORD Depositor: Symplectic Elements
Depositing User: Symplectic Elements
Date Deposited: 19 Jun 2024 13:13
Last Modified: 19 Jun 2024 13:15

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