Leveraging Customer Feedback for Multi-modal Insight Extraction

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.

MARS: Multilingual Aspect-centric Review Summarisation

Summarizing customer feedback to provide actionable insights for products/services at scale is an important problem for businesses across industries. Lately, the review volumes are increasing across regions and languages, therefore the challenge of aggregating and understanding customer sentiment across multiple languages becomes increasingly vital. In this paper, we propose a novel framework involving a two-step paradigm \textit{Extract-then-Summarise}, namely MARS to revolutionise traditions and address the domain agnostic aspect-level multilingual review summarisation. Extensive automatic and human evaluation shows that our approach brings substantial improvements over abstractive baselines and efficiency to real-time systems.