BERT Feature Based Model for Predicting the Helpfulness Scores of Online Customers Reviews

Abstract

Online product reviews help consumers make purchase decisions when shopping online. As such, many computational models have been constructed to automatically evaluate the helpfulness of customer product reviews. However, many existing models are based on simple explanatory variables, including those extracted from low quality reviews that can be misleading and lead to confusion. Quality feature selection is essential for predicting the helpfulness of online customer reviews. The Bidirectional Encoder Representations from Transformers (BERT) is a very recently developed language representation model which can attain state-of-the-art results on many natural language processing tasks. In this study, a predictive model for determining helpfulness scores of customer reviews based on incorporation of BERT features with deep learning techniques is proposed. The application analyzes the Amazon product reviews dataset, and uses a BERT features based algorithm expected to be useful in help consumers to make a better purchase decisions.