# Generating Persuasive Responses to Customer Reviews with Multi-Source Prior Knowledge in E-commerce

arXiv: https://arxiv.org/abs/2209.09497 · HTML: https://mlsanity.com/paper/2209.09497/

## Key facts

- Cited by 1 papers in the map (data through 14 Oct 2026).
- Builds on 21 of its 27 references that are in the map.
- First posted on arXiv 20 Sep 2022.

## Builds on (most cited first, 21 of 21)

- [Attention Is All You Need](https://mlsanity.com/paper/1706.03762/) (2017)
- [Deep Residual Learning for Image Recognition](https://mlsanity.com/paper/1512.03385/) (2015)
- [Retrieval-Augmented Generation for Knowledge-Intensive NLP Tasks](https://mlsanity.com/paper/2005.11401/) (2020)
- [BART: Denoising Sequence-to-Sequence Pre-training for Natural Language Generation, Translation, and Comprehension](https://mlsanity.com/paper/1910.13461/) (2019)
- [Neural Machine Translation by Jointly Learning to Align and Translate](https://mlsanity.com/paper/1409.0473/) (2014)
- [Dense Passage Retrieval for Open-Domain Question Answering](https://mlsanity.com/paper/2004.04906/) (2020)
- [Sequence to Sequence Learning with Neural Networks](https://mlsanity.com/paper/1409.3215/) (2014)
- [REALM: Retrieval-Augmented Language Model Pre-Training](https://mlsanity.com/paper/2002.08909/) (2020)
- [Don't Stop Pretraining: Adapt Language Models to Domains and Tasks](https://mlsanity.com/paper/2004.10964/) (2020)
- [Get To The Point: Summarization with Pointer-Generator Networks](https://mlsanity.com/paper/1704.04368/) (2017)
- [Leveraging Passage Retrieval with Generative Models for Open Domain Question Answering](https://mlsanity.com/paper/2007.01282/) (2020)
- [PEGASUS: Pre-training with Extracted Gap-sentences for Abstractive Summarization](https://mlsanity.com/paper/1912.08777/) (2019)
- [A Diversity-Promoting Objective Function for Neural Conversation Models](https://mlsanity.com/paper/1510.03055/) (2015)
- [Latent Retrieval for Weakly Supervised Open Domain Question Answering](https://mlsanity.com/paper/1906.00300/) (2019)
- [Unified Language Model Pre-training for Natural Language Understanding and Generation](https://mlsanity.com/paper/1905.03197/) (2019)
- [Incorporating Copying Mechanism in Sequence-to-Sequence Learning](https://mlsanity.com/paper/1603.06393/) (2016)
- [Table-to-text Generation by Structure-aware Seq2seq Learning](https://mlsanity.com/paper/1711.09724/) (2017)
- [PALM: Pre-training an Autoencoding&Autoregressive Language Model for Context-conditioned Generation](https://mlsanity.com/paper/2004.07159/) (2020)
- [Hierarchical Recurrent Attention Network for Response Generation](https://mlsanity.com/paper/1701.07149/) (2017)
- [Automating App Review Response Generation](https://mlsanity.com/paper/2002.03552/) (2020)
- [Automating App Review Response Generation Based on Contextual Knowledge](https://mlsanity.com/paper/2010.06301/) (2020)

## Built on by (most cited first, 1 of 1)

- [Self-Improving Customer Review Response Generation Based on LLMs](https://mlsanity.com/paper/2405.03845/) (2024)

## Abstract (arXiv)

Customer reviews usually contain much information about one's online shopping experience. While positive reviews are beneficial to the stores, negative ones will largely influence consumers' decision and may lead to a decline in sales. Therefore, it is of vital importance to carefully and persuasively reply to each negative review and minimize its disadvantageous effect. Recent studies consider leveraging generation models to help the sellers respond. However, this problem is not well-addressed as the reviews may contain multiple aspects of issues which should be resolved accordingly and persuasively. In this work, we propose a Multi-Source Multi-Aspect Attentive Generation model for persuasive response generation. Various sources of information are appropriately obtained and leveraged by the proposed model for generating more informative and persuasive responses. A multi-aspect attentive network is proposed to automatically attend to different aspects in a review and ensure most of the issues are tackled. Extensive experiments on two real-world datasets, demonstrate that our approach outperforms the state-of-the-art methods and online tests prove that our deployed system significantly enhances the efficiency of the stores' dealing with negative reviews.