Accurate and prompt answering framework based on customer reviews and question-answer pairs

作者：

Highlights：

• We proposed an answer framework using Q&A pairs and customer reviews.

• We obtained high performance in customer reviews category classification.

• We provided customer reviews suitable for users’ inquiries along with Q&A data.

• A qualitative evaluation was conducted on the system output for any input query.

• We provided a customized model framework for the Q&A system.

摘要

•We proposed an answer framework using Q&A pairs and customer reviews.•We obtained high performance in customer reviews category classification.•We provided customer reviews suitable for users’ inquiries along with Q&A data.•A qualitative evaluation was conducted on the system output for any input query.•We provided a customized model framework for the Q&A system.

论文关键词：Question answering,E-commerce market,Customer reviews,Natural language processing

论文评审过程：Received 13 November 2021, Revised 25 January 2022, Accepted 25 April 2022, Available online 7 May 2022, Version of Record 13 May 2022.

论文官网地址：https://doi.org/10.1016/j.eswa.2022.117405