AbCoRD: Exploiting multimodal generative approach for Aspect-based Complaint and Rationale Detection

Valuable feedback can be found in customer reviews about a product or service, but it can be difficult to identify specific complaints and their underlying causes from the text. While various methods have been used to detect and analyze complaints, there has been little research on examining complaints at the aspect level and the reasons behind these complaints. To address this, we added rationale annotation for aspect-based complaint classes to a publicly available benchmark multimodal complaint dataset (CESAMARD) covering five domains (books, electronics, edibles, fashion, and miscellaneous). Current methods treat these tasks as classification problems and do not use external knowledge. Our study proposes a knowledge-infused, hierarchical, multimodal generative approach for aspect-based complaint and rationale detection that reframes the multitasking problem as a multimodal text-to-text generation task. Our approach achieved benchmark performance in the aspect-based complaint and rationale detection task through an extensive evaluation. We demonstrated that our model consistently outperformed all other baselines and state-of-the-art models in both full and few-shot settings. Our study contributes to the development of more accurate and efficient methods for extracting valuable insights from customer reviews to improve products and service 1