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All Journal Jurnal Nasional Pendidikan Teknik Informatika (JANAPATI)
Hakim, Valianda Farradillah
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Computer Science & IT Education Engineering

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Analysis of User Complaints for Telecommunication Brands on X (Twitter) using IndoBERT and Deep Learning Hakim, Valianda Farradillah; Riana, Dwiza
Jurnal Nasional Pendidikan Teknik Informatika : JANAPATI Vol. 13 No. 2 (2024)
Publisher : Prodi Pendidikan Teknik Informatika Universitas Pendidikan Ganesha

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.23887/janapati.v13i2.76497

Abstract

Tweeting on different official accounts is what users of Twitter (X) do most frequently. These tweets ranging from compliments to critiques. One of the official accounts that gets a lot of tweets from its customers is Telkomsel, an Indonesian telecom company. This study aims to find the maximum accuracy that can be obtained by combining CNN and Bi-LSTM algorithms with IndoBERT embeddings. A considerable accuracy level above 90% is demonstrated by the study, with CNN obtaining the greatest accuracy of 99% at a learning rate of 6*10^-5, along with scores of 98%, 97%, and 97% for precision, recall, and F1 correspondingly.
Co-Authors Dwiza Riana