Pre-Trained Neural Language Models for Automatic Mobile App User Feedback Answer Generation
This work addresses the challenge for app developers in efficiently responding to user feedback, though it is incremental as it adapts existing PTMs to a specific domain.
The paper tackled the problem of automatically generating answers to mobile app user feedback by evaluating Pre-Trained neural language Models (PTMs) against existing methods. The results showed that PTMs generated more relevant and meaningful responses in human evaluations and were more robust with reduced training data (performance dropped less when data was cut to 1/3), but had a prediction time 19 times slower than the baseline RRGEN.
Studies show that developers' answers to the mobile app users' feedbacks on app stores can increase the apps' star rating. To help app developers generate answers that are related to the users' issues, recent studies develop models to generate the answers automatically. Aims: The app response generation models use deep neural networks and require training data. Pre-Trained neural language Models (PTM) used in Natural Language Processing (NLP) take advantage of the information they learned from a large corpora in an unsupervised manner, and can reduce the amount of required training data. In this paper, we evaluate PTMs to generate replies to the mobile app user feedbacks. Method: We train a Transformer model from scratch and fine-tune two PTMs to evaluate the generated responses, which are compared to RRGEN, a current app response model. We also evaluate the models with different portions of the training data. Results: The results on a large dataset evaluated by automatic metrics show that PTMs obtain lower scores than the baselines. However, our human evaluation confirms that PTMs can generate more relevant and meaningful responses to the posted feedbacks. Moreover, the performance of PTMs has less drop compared to other models when the amount of training data is reduced to 1/3. Conclusion: PTMs are useful in generating responses to app reviews and are more robust models to the amount of training data provided. However, the prediction time is 19X than RRGEN. This study can provide new avenues for research in adapting the PTMs for analyzing mobile app user feedbacks. Index Terms-mobile app user feedback analysis, neural pre-trained language models, automatic answer generation