Product Quality Enhancement in Social Media using Emotion-Enhanced Bert (EE-BERT) Model

Twitter plays an important role in understanding the consumer sentiment about the products. The advanced analytics and Natural Language Processing (NLP) are used to extract actionable insights from this data and useful for a business to improve features and address issues on time for better customer satisfaction and brand loyalty. Most of the current models suffer from a lack of effective ways to handle subtle sentiment analysis because of a lack of contextual understanding and proper feature extraction. Most traditional models cannot combine and optimize features that lead to obtaining sentiments. This leads to overfitting and problems caused by local minima. The proposed Emotion-Enhanced BERT (EE-BERT) model is an extension of the standard BERT to learn contextual embeddings in user sentiment. In this work, data preprocessing includes text cleaning, tokenization, dealing with emojis and emoticons, and lemmatization with the best quality data. The proposed work is basically a dual-stream architecture extended with butterfly optimizer. First, the advanced tokenization and semantic understanding techniques is used for extracting textual features. Second, the emotion-enhanced features extracted through emotion-hash vectorization to enhance the model’s contextual awareness in social media data. This provides a unified framework that combines the feature extraction methods to enhance the accuracy in sentiment analysis. It demonstrated with an impressive accuracy of ${9 8. 2 \%}$ on sentiment in posts and comments with 0.15 losses. The proposed work is free from overfitting and local minima in product quality enhancement.