mlsanityData to 7 Oct 2026

Vietnamese Complaint Detection on E-Commerce Websites

arXiv 2104.11969 ↗First posted 24 Apr 2021cs.CLcited by 4

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Abstract (arXiv)

Customer product reviews play a role in improving the quality of products and services for business organizations or their brands. Complaining is an attitude that expresses dissatisfaction with an event or a product not meeting customer expectations. In this paper, we build a Open-domain Complaint Detection dataset (UIT-ViOCD), including 5,485 human-annotated reviews on four categories about product reviews on e-commerce sites. After the data collection phase, we proceed to the annotation task and achieve the inter-annotator agreement Am of 87%. Then, we present an extensive methodology for the research purposes and achieve 92.16% by F1-score for identifying complaints. With the results, in the future, we aim to build a system for open-domain complaint detection in E-commerce websites.

Key facts. Cited by 4 papers in the map (data through 7 Oct 2026). Builds on 9 of its 29 references that are in the map. First posted on arXiv 24 Apr 2021.

Builds on

9 of 29 references.

References · 9

  1. 2019RoBERTa: A Robustly Optimized BERT Pretraining Approachcited by 13,266
  2. 2018Learning Word Vectors for 157 Languagescited by 279
  3. 2020PhoBERT: Pre-trained language models for Vietnamesecited by 148
  4. 2018VnCoreNLP: A Vietnamese Natural Language Processing Toolkitcited by 51
  5. 2019Automatically Identifying Complaints in Social Mediacited by 25
  6. 2021A Large-scale Dataset for Hate Speech Detection on Vietnamese Social Media Textscited by 25
  7. 2019Emotion Recognition for Vietnamese Social Media Textcited by 23
  8. 2021Constructive and Toxic Speech Detection for Open-domain Social Media Comments in Vietnamesecited by 17
  9. 2020ReINTEL: A Multimodal Data Challenge for Responsible Information Identification on Social Network Sitescited by 4

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Cited by year (2026 to 7 Oct)

Citing papers per year: 2021: 1; 2022: 0; 2023: 0; 2024: 1; 2025: 1; 2026: 1.

4 papers.

  1. 2025SEA-BED: How Do Embedding Models Represent Southeast Asian Languages?cited by 2
  2. 2021Span Detection for Aspect-Based Sentiment Analysis in Vietnamesecited by 1
  3. 2024ViTHSD: Exploiting Hatred by Targets for Hate Speech Detection on Vietnamese Social Media Textscited by 0
  4. 2026ViGoEmotions: A Benchmark Dataset For Fine-grained Emotion Detection on Vietnamese Textscited by 0