# Leveraging Customer Feedback for Multi-modal Insight Extraction

arXiv: https://arxiv.org/abs/2410.09999 · HTML: https://mlsanity.com/paper/2410.09999/

## Key facts

- No citing papers in the map yet (data through 14 Oct 2026).
- Builds on 26 of its 36 references that are in the map.
- First posted on arXiv 13 Oct 2024.

## Builds on (most cited first, 26 of 26)

- [BERT: Pre-training of Deep Bidirectional Transformers for Language Understanding](https://mlsanity.com/paper/1810.04805/) (2018)
- [Learning Transferable Visual Models From Natural Language Supervision](https://mlsanity.com/paper/2103.00020/) (2021)
- [Language Models are Few-Shot Learners](https://mlsanity.com/paper/2005.14165/) (2020)
- [An Image is Worth 16x16 Words: Transformers for Image Recognition at Scale](https://mlsanity.com/paper/2010.11929/) (2020)
- [Exploring the Limits of Transfer Learning with a Unified Text-to-Text Transformer](https://mlsanity.com/paper/1910.10683/) (2019)
- [RoBERTa: A Robustly Optimized BERT Pretraining Approach](https://mlsanity.com/paper/1907.11692/) (2019)
- [Faster R-CNN: Towards Real-Time Object Detection with Region Proposal Networks](https://mlsanity.com/paper/1506.01497/) (2015)
- [SGDR: Stochastic Gradient Descent with Warm Restarts](https://mlsanity.com/paper/1608.03983/) (2016)
- [BLIP: Bootstrapping Language-Image Pre-training for Unified Vision-Language Understanding and Generation](https://mlsanity.com/paper/2201.12086/) (2022)
- [The Curious Case of Neural Text Degeneration](https://mlsanity.com/paper/1904.09751/) (2019)
- [Making the V in VQA Matter: Elevating the Role of Image Understanding in Visual Question Answering](https://mlsanity.com/paper/1612.00837/) (2016)
- [VQA: Visual Question Answering](https://mlsanity.com/paper/1505.00468/) (2015)
- [BEiT: BERT Pre-Training of Image Transformers](https://mlsanity.com/paper/2106.08254/) (2021)
- [ViLBERT: Pretraining Task-Agnostic Visiolinguistic Representations for Vision-and-Language Tasks](https://mlsanity.com/paper/1908.02265/) (2019)
- [Align before Fuse: Vision and Language Representation Learning with Momentum Distillation](https://mlsanity.com/paper/2107.07651/) (2021)
- [VisualBERT: A Simple and Performant Baseline for Vision and Language](https://mlsanity.com/paper/1908.03557/) (2019)
- [ViLT: Vision-and-Language Transformer Without Convolution or Region Supervision](https://mlsanity.com/paper/2102.03334/) (2021)
- [Unified Vision-Language Pre-Training for Image Captioning and VQA](https://mlsanity.com/paper/1909.11059/) (2019)
- [Unicoder-VL: A Universal Encoder for Vision and Language by Cross-modal Pre-training](https://mlsanity.com/paper/1908.06066/) (2019)
- [VLMo: Unified Vision-Language Pre-Training with Mixture-of-Modality-Experts](https://mlsanity.com/paper/2111.02358/) (2021)
- [Unifying Vision-and-Language Tasks via Text Generation](https://mlsanity.com/paper/2102.02779/) (2021)
- [MASS: Masked Sequence to Sequence Pre-training for Language Generation](https://mlsanity.com/paper/1905.02450/) (2019)
- [Counterfactual Samples Synthesizing for Robust Visual Question Answering](https://mlsanity.com/paper/2003.06576/) (2020)
- [Trankit: A Light-Weight Transformer-based Toolkit for Multilingual Natural Language Processing](https://mlsanity.com/paper/2101.03289/) (2021)
- [Consistency of a Recurrent Language Model With Respect to Incomplete Decoding](https://mlsanity.com/paper/2002.02492/) (2020)
- [InsightNet: Structured Insight Mining from Customer Feedback](https://mlsanity.com/paper/2405.07195/) (2024)

## Abstract (arXiv)

Businesses can benefit from customer feedback in different modalities, such as text and images, to enhance their products and services. However, it is difficult to extract actionable and relevant pairs of text segments and images from customer feedback in a single pass. In this paper, we propose a novel multi-modal method that fuses image and text information in a latent space and decodes it to extract the relevant feedback segments using an image-text grounded text decoder. We also introduce a weakly-supervised data generation technique that produces training data for this task. We evaluate our model on unseen data and demonstrate that it can effectively mine actionable insights from multi-modal customer feedback, outperforming the existing baselines by 14 points in F1 score.