Summary of Insightnet: Structured Insight Mining From Customer Feedback, by Sandeep Sricharan Mukku et al.
InsightNet: Structured Insight Mining from Customer Feedback
by Sandeep Sricharan Mukku, Manan Soni, Jitenkumar Rana, Chetan Aggarwal, Promod Yenigalla, Rashmi Patange, Shyam Mohan
First submitted to arxiv on: 12 May 2024
Categories
- Main: Computation and Language (cs.CL)
- Secondary: Artificial Intelligence (cs.AI)
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| Summary difficulty | Written by | Summary |
|---|---|---|
| High | Paper authors | High Difficulty Summary Read the original abstract here |
| Medium | GrooveSquid.com (original content) | Medium Difficulty Summary The proposed InsightNet approach is a novel end-to-end machine learning framework designed to overcome limitations in automated structured insights extraction from customer reviews. The solution builds a semi-supervised multi-level taxonomy from raw reviews, uses a semantic similarity heuristic approach to generate labelled data, and employs a multi-task insight extraction architecture by fine-tuning a large language model (LLM). InsightNet identifies granular actionable topics with customer sentiments and verbatim for each topic. Compared to existing solutions, evaluations on real-world customer review data show that InsightNet performs better in terms of structure, hierarchy, and completeness. Additionally, InsightNet outperforms state-of-the-art methods in multi-label topic classification, achieving an F1 score of 0.85 (an improvement of 11% over the previous best results). The model generalizes well for unseen aspects and suggests new topics to be added to the taxonomy. |
| Low | GrooveSquid.com (original content) | Low Difficulty Summary InsightNet is a machine learning tool that helps businesses understand what customers are saying about their products or services. It reads customer reviews, identifies important topics, and summarizes what people like or dislike about each topic. The system is better than current solutions because it organizes information in a clear and useful way. InsightNet also does well at guessing what people will say about new topics that haven’t been discussed before. |
Keywords
» Artificial intelligence » Classification » F1 score » Fine tuning » Large language model » Machine learning » Multi task » Semi supervised
