What Emotions Make One or Five Stars? Understanding Ratings of Online Product Reviews by Sentiment Analysis and XAI

Research output: Contribution to journalArticle

Abstract

When people buy products online, they primarily base their decisions on the recommendations of others given in online reviews. The current work analyzed these online reviews by sentiment analysis and used the extracted sentiments as features to predict the product ratings by several machine learning algorithms. These predictions were disentangled by various meth-ods of explainable AI (XAI) to understand whether the model showed any bias during prediction. Study 1 benchmarked these algorithms (knn, support vector machines, random forests, gradient boosting machines, XGBoost) and identified random forests and XGBoost as best algorithms for predicting the product ratings. In Study 2, the analysis of global feature importance identified the sentiment joy and the emotional valence negative as most predictive features. Two XAI visualization methods, local feature attributions and partial dependency plots, revealed several incorrect prediction mechanisms on the instance-level. Performing the benchmarking as classification, Study 3 identified a high no-information rate of 64.4% that indicated high class imbalance as underlying reason for the identified problems. In conclusion, good performance by machine learning algorithms must be taken with caution because the dataset, as encountered in this work, could be biased towards certain predictions. This work demonstrates how XAI methods reveal such prediction bias.
Original languageEnglish
JournalLecture Notes in Artificial Intelligence
Publication statusAccepted/In press - 2020 Feb 29

Bibliographical note

To be published in: Lecture Notes in Artificial Intelligence, 1st International Conference on Artificial Intelligence in HCI, AI-HCI, Held as Part of HCI International 2020, Kopenhagen, Denmark, July 19-24, Springer

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