Abstract:
According to the social media usage statistics, there are about four
billion total social media users across all platform. Moreover, people spend
more time on social media than before and even perform daily activities on
them. Because of the convenience of social media services, activities such as
online shopping can be easily done on social media. Social media commerce
has been one of the popular ecommerce trends in recent years. AI
applications in customer services such as chatbots and personalization help
business to understand their customers better and improve customer
experience. Intent classification is one of the techniques used in these
applications. This paper focuses on the classification of users’ intentions
based on the user comments posted in Myanmar Language on social media
shopping pages. Convolutional Neural Network (CNN) is applied to classify
the users’ comments to one of the predefined intent categories. According to
the experimental result, intent classification model with name normalization
plus word segmentation preprocessing can give the F-score value of 86.6.
