Organizations: Department of Computer Science (CS), College of Computer Science and Information Technology (CCSIT), Imam Abdulrahman Bin Faisal University (IAU), P.O. Box 192, Dammam 31441, Saudi Arabia · Saudi Aramco Cybersecurity Chair, Department of Computer Science (CS), College of Computer Science and Information Technology (CCSIT), Imam Abdulrahman Bin Faisal University (IAU), P.O. Box 192, Dammam 31441, Saudi Arabia
Abstract
Saudi Telecom Company (STC) is among the most popular companies in Saudi Arabia, with many customers. Yet, there is still a big room for improvement in users' satisfaction. Social media is the most robust platform to gauge users' satisfaction and determine their sentiments and critics. Twitter is among the most popular social media platform in this regard. STC customers prefer to use Twitter to write their feedback because it's a fast way to get responses due to the STC customer services account. One way to achieve customer demands and improve customer service is using the Sentiment Analysis tool. Sentiment Analysis on Twitter is highly used because of the significant number of tweets and the different opinions. Likewise, Deep learning is the best existing Sentiment Analysis method, and it has diverse models. Bidirectional Encoder Representations from Transformers (BERT) model is one of the deep learning models which have achieved excellent results in Sentiment Analysis for Natural Language Processing (NLP). NLP is mainly investigated in the English language. However, for Arabic, there is a significant gap to be filled. This study trained the proposed model using MARBERT and measured the performance using f1-score, precision, and recall metrics. We trained the model with an Arabic dataset of 24,513 tweets, including 1,437 positive, 13,828 negative, 5,694 neutral, 1,221 sarcasm, and 2,297 indeterminate tweets. The main goal is to analyze the tweets and get the sentiment to improve STC customer service. The proposed scheme is promising in terms of accuracy in contrast to existing techniques in the literature.
This study investigates Machine Learning (ML) in the prediction of emojis in Arabic tweets employing the (state-of-the-art) MARBERT model. A corpus of 11379 CA tweets representing multiple Arabic colloquial dialects was collected from X.com via Python. A net dataset includes 8695 tweets, which were utilized for the analysis. These tweets were then classified into 14 categories, which were numerically encoded and used as labels. A preprocessing pipeline was designed as an interpretable baseline, allowing us to examine the relationship between lexical features and emoji categories. MARBERT was finetuned to predict emoji use from textual input. We evaluated the model performance in terms of precision, recall and F1-scores. Findings reveal that the model performed quite well with an overall accuracy 0.75. The study concludes that although the findings are promising, there is still a need for improving machine learning models including MARBERT, specifically for low-resource and multidialectal languages like Arabic.
Mohammed Q. Shormani, Ibrahim Abdulmalik Hassan Muneef Y. Alshawsh
This paper benchmarks a classical machine learning approach based on PyCaret AutoML against a deep learning approach based on IndoBERT fine-tuning for binary sentiment analysis of Indonesian-language Twitter comments related to Ibu Kota Nusantara (IKN). The dataset contains 1,472 manually labeled samples, consisting of 780 negative and 692 positive comments. In the machine learning setting, Logistic Regression, Naive Bayes, and Support Vector Machine were evaluated using 10-fold cross-validation, with Logistic Regression achieving the best performance among the classical models at 77.57% accuracy and 77.17% F1-score. In the deep learning setting, the indobenchmark/indobert-base-p1 model was fine-tuned for five epochs and achieved 89.59% test accuracy and 89.37% F1-score. The results show that IndoBERT substantially outperforms the machine learning baselines, highlighting the effectiveness of Transformer-based contextual representations for informal Indonesian social media text.
Publicly available Arabic datasets for target-specific stance detection remain limited, particularly for evaluating cross-target generalization. This paper presents the Mawqif-XT, consisting of 996 manually annotated Arabic tweets collected from three public targets: Women Driving, E-Cars, and Trimester System. Each tweet is annotated with stance, sentiment, and sarcasm labels following the original Mawqif annotation scheme. The released extension is intended as a held-out evaluation set for assessing model generalization to both semantically related and previously unseen targets, while the original Mawqif dataset is used for training and development. In addition, we establish baseline results using several Arabic and multilingual transformer models, as well as zero-shot large language models (LLMs), to facilitate reproducible evaluation. Together with the original Mawqif dataset, the Mawqif-v2 Extension provides a benchmark for evaluating cross-target generalization in Arabic stance detection.