@inproceedings{lee-etal-2023-painsight,
    title = "Painsight: An Extendable Opinion Mining Framework for Detecting Pain Points Based on Online Customer Reviews",
    author = "Lee, Yukyung  and
      Kim, Jaehee  and
      Kim, Doyoon  and
      Kho, Yookyung  and
      Kim, Younsun  and
      Kang, Pilsung",
    editor = "Barnes, Jeremy  and
      De Clercq, Orph{\'e}e  and
      Klinger, Roman",
    booktitle = "Proceedings of the 13th Workshop on Computational Approaches to Subjectivity, Sentiment, {\&} Social Media Analysis",
    month = jul,
    year = "2023",
    address = "Toronto, Canada",
    publisher = "Association for Computational Linguistics",
    url = "https://aclanthology.org/2023.wassa-1.20",
    doi = "10.18653/v1/2023.wassa-1.20",
    pages = "215--227",
    abstract = "As the e-commerce market continues to expand and online transactions proliferate, customer reviews have emerged as a critical element in shaping the purchasing decisions of prospective buyers. Previous studies have endeavored to identify key aspects of customer reviews through the development of sentiment analysis models and topic models. However, extracting specific dissatisfaction factors remains a challenging task. In this study, we delineate the pain point detection problem and propose Painsight, an unsupervised framework for automatically extracting distinct dissatisfaction factors from customer reviews without relying on ground truth labels. Painsight employs pre-trained language models to construct sentiment analysis and topic models, leveraging attribution scores derived from model gradients to extract dissatisfaction factors. Upon application of the proposed methodology to customer review data spanning five product categories, we successfully identified and categorized dissatisfaction factors within each group, as well as isolated factors for each type. Notably, Painsight outperformed benchmark methods, achieving substantial performance enhancements and exceptional results in human evaluations.",
}

As the e-commerce market continues to expand and online transactions proliferate, customer reviews have emerged as a critical element in shaping the purchasing decisions of prospective buyers. Previous studies have endeavored to identify key aspects of customer reviews through the development of sentiment analysis models and topic models. However, extracting specific dissatisfaction factors remains a challenging task. In this study, we delineate the pain point detection problem and propose Painsight, an unsupervised framework for automatically extracting distinct dissatisfaction factors from customer reviews without relying on ground truth labels. Painsight employs pre-trained language models to construct sentiment analysis and topic models, leveraging attribution scores derived from model gradients to extract dissatisfaction factors. Upon application of the proposed methodology to customer review data spanning five product categories, we successfully identified and categorized dissatisfaction factors within each group, as well as isolated factors for each type. Notably, Painsight outperformed benchmark methods, achieving substantial performance enhancements and exceptional results in human evaluations.
Lee, Yukyung Kim, Jaehee Kim, Doyoon Kho, Yookyung Kim, Younsun Kang, Pilsung
Painsight: An Extendable Opinion Mining Framework for Detecting Pain Points Based on Online Customer Reviews