A Comparative Study of Sentiment Analysis on Customer Reviews Using Machine Learning and Deep Learning

Abstract

Sentiment analysis is a key technique in natural language processing that enables computers to understand human emotions expressed in text. It is widely used in applications such as customer feedback analysis, social media monitoring, and product reviews. However, sentiment analysis of customer reviews presents unique challenges, including the need for large datasets and the difficulty in accurately capturing subtle emotional nuances in text. In this paper, we present a comparative study of sentiment analysis on customer reviews using both deep learning and traditional machine learning techniques. The deep learning models include Convolutional Neural Network (CNN) and Recursive Neural Network (RNN), while the machine learning methods consist of Logistic Regression, Random Forest, and Naive Bayes. Our dataset is composed of Amazon product reviews, where we utilize the star rating as a proxy for the sentiment expressed in each review. Through comprehensive experiments, we assess the performance of each model in terms of accuracy and effectiveness in detecting sentiment. This study provides valuable insights into the strengths and limitations of both deep learning and traditional machine learning approaches for sentiment analysis.

Keywords

• sentiment analysis
• customer reviews
• machine learning
• deep learning
• natural language processing