Semi-Supervised Learning Approach to Discover Enterprise User Insights from Feedback and Support

no code implementations • 18 Jul 2020 • Xin Deng, Ross Smith, Genevieve Quintin

In this paper, we proposed and developed an innovative Semi-Supervised Learning approach by utilizing Deep Learning and Topic Modeling to have a better understanding of the user voice. This approach combines a BERT-based multiclassification algorithm through supervised learning combined with a novel Probabilistic and Semantic Hybrid Topic Inference (PSHTI) Model through unsupervised learning, aiming at automating the process of better identifying the main topics or areas as well as the sub-topics from the textual feedback and support. There are three major break-through: 1.

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