2025/07/16 by Emil Häglund, Häglund, Emil, Johanna Björklund +1
Business, Management and Accounting · Computer Science · Social Sciences · #Artificial Intelligence (cs.AI) #Computation and Language (cs.CL) #Customer churn and segmentation #Digital Marketing and Social Media #FOS: Computer and information sciences #Sentiment Analysis and Opinion Mining
paper · pdf · doi:10.48550/arxiv.2507.13392
openalex publication_date 2025/07/16 · openalex created_date 2025/10/10 · openalex updated_date 2026/07/28
We improve the extraction of insights from customer reviews by restructuring the topic modelling pipeline to operate on opinion units - distinct statements that include relevant text excerpts and associated sentiment scores. Prior work has demonstrated that such units can be reliably extracted using large language models. The result is a heightened performance of the subsequent topic modeling, leading to coherent and interpretable topics while also capturing the sentiment associated with each topic. By correlating the topics and sentiments with business metrics, such as star ratings, we can gain insights on how specific customer concerns impact business outcomes. We present our system's implementation, use cases, and advantages over other topic modeling and classification solutions. We also evaluate its effectiveness in creating coherent topics and assess methods for integrating topic and sentiment modalities for accurate star-rating prediction.