# Proactive Detractor Detection Framework Based on Message-Wise Sentiment Analysis Over Customer Support Interactions

arXiv: https://arxiv.org/abs/2211.03923 · HTML: https://mlsanity.com/paper/2211.03923/

## Key facts

- No citing papers in the map yet (data through 14 Oct 2026).
- Builds on 11 of its 34 references that are in the map.
- First posted on arXiv 8 Nov 2022.

## Builds on (most cited first, 11 of 11)

- [BERT: Pre-training of Deep Bidirectional Transformers for Language Understanding](https://mlsanity.com/paper/1810.04805/) (2018)
- [RoBERTa: A Robustly Optimized BERT Pretraining Approach](https://mlsanity.com/paper/1907.11692/) (2019)
- [A Unified Approach to Interpreting Model Predictions](https://mlsanity.com/paper/1705.07874/) (2017)
- [XGBoost: A Scalable Tree Boosting System](https://mlsanity.com/paper/1603.02754/) (2016)
- [DialoGPT: Large-Scale Generative Pre-training for Conversational Response Generation](https://mlsanity.com/paper/1911.00536/) (2019)
- [Recipes for building an open-domain chatbot](https://mlsanity.com/paper/2004.13637/) (2020)
- [UniLMv2: Pseudo-Masked Language Models for Unified Language Model Pre-Training](https://mlsanity.com/paper/2002.12804/) (2020)
- [Fine-grained Sentiment Classification using BERT](https://mlsanity.com/paper/1910.03474/) (2019)
- [DialogBERT: Discourse-Aware Response Generation via Learning to Recover and Rank Utterances](https://mlsanity.com/paper/2012.01775/) (2020)
- [BERT-CoQAC: BERT-based Conversational Question Answering in Context](https://mlsanity.com/paper/2104.11394/) (2021)
- [A systematic literature review on machine learning applications for consumer sentiment analysis using online reviews](https://mlsanity.com/paper/2008.10282/) (2020)

## Abstract (arXiv)

In this work, we propose a framework relying solely on chat-based customer support (CS) interactions for predicting the recommendation decision of individual users. For our case study, we analyzed a total number of 16.4k users and 48.7k customer support conversations within the financial vertical of a large e-commerce company in Latin America. Consequently, our main contributions and objectives are to use Natural Language Processing (NLP) to assess and predict the recommendation behavior where, in addition to using static sentiment analysis, we exploit the predictive power of each user's sentiment dynamics. Our results show that, with respective feature interpretability, it is possible to predict the likelihood of a user to recommend a product or service, based solely on the message-wise sentiment evolution of their CS conversations in a fully automated way.