An Iterative Approach for Identifying Complaint Based Tweets in Social Media Platforms
This work addresses the need for private/public organizations to improve services by analyzing social media complaints, but it is incremental as it applies an iterative approach to a specific domain.
The authors tackled the problem of identifying complaint-based tweets in the transport domain by proposing an iterative methodology, resulting in comprehensive evaluations and the release of a novel dataset.
Twitter is a social media platform where users express opinions over a variety of issues. Posts offering grievances or complaints can be utilized by private/ public organizations to improve their service and promptly gauge a low-cost assessment. In this paper, we propose an iterative methodology which aims to identify complaint based posts pertaining to the transport domain. We perform comprehensive evaluations along with releasing a novel dataset for the research purposes.