DeepAI
Log In Sign Up

Modeling the Severity of Complaints in Social Media

03/23/2021
by   Mali Jin, et al.
0

The speech act of complaining is used by humans to communicate a negative mismatch between reality and expectations as a reaction to an unfavorable situation. Linguistic theory of pragmatics categorizes complaints into various severity levels based on the face-threat that the complainer is willing to undertake. This is particularly useful for understanding the intent of complainers and how humans develop suitable apology strategies. In this paper, we study the severity level of complaints for the first time in computational linguistics. To facilitate this, we enrich a publicly available data set of complaints with four severity categories and train different transformer-based networks combined with linguistic information achieving 55.7 macro F1. We also jointly model binary complaint classification and complaint severity in a multi-task setting achieving new state-of-the-art results on binary complaint detection reaching up to 88.2 macro F1. Finally, we present a qualitative analysis of the behavior of our models in predicting complaint severity levels.

READ FULL TEXT
10/21/2020

Complaint Identification in Social Media with Transformer Networks

Complaining is a speech act extensively used by humans to communicate a ...
03/11/2022

Automatic Identification and Classification of Bragging in Social Media

Bragging is a speech act employed with the goal of constructing a favora...
11/14/2022

Semantic Similarity Models for Depression Severity Estimation

Depressive disorders constitute a severe public health issue worldwide. ...
09/02/2021

Log severity levels matter: A multivocal mapping

The choice of log severity level can be challenging and cause problems i...
09/20/2021

From None to Severe: Predicting Severity in Movie Scripts

In this paper, we introduce the task of predicting severity of age-restr...
06/10/2019

Automatically Identifying Complaints in Social Media

Complaining is a basic speech act regularly used in human and computer m...
08/10/2021

A Framework of Severity for Harmful Content Online

The proliferation of harmful content on online social media platforms ha...