Publication Type
Journal Article
Version
acceptedVersion
Publication Date
1-2022
Abstract
User experience of mobile apps is an essential ingredient that can influence the user base and app revenue. To ensure good user experience and assist app development, several prior studies resort to analysis of app reviews, a type of repository that directly reflects user opinions about the apps. Accurately responding to the app reviews is one of the ways to relieve user concerns and thus improve user experience. However, the response quality of the existing method relies on the pre-extracted features from other tools, including manually labelled keywords and predicted review sentiment, which may hinder the generalizability and flexibility of the method. In this article, we propose a novel neural network approach, named CoRe, with the contextual knowledge naturally incorporated and without involving external tools. Specifically, CoRe integrates two types of contextual knowledge in the training corpus, including official app descriptions from app store and responses of the retrieved semantically similar reviews, for enhancing the relevance and accuracy of the generated review responses. Experiments on practical review data show that CoRe can outperform the state-of-the-art method by 12.36% in terms of BLEU-4, an accuracy metric that is widely used to evaluate text generation systems.
Keywords
User reviews, retrieved responses, app descriptions, pointer-generator network
Discipline
Databases and Information Systems | OS and Networks | Software Engineering
Research Areas
Software and Cyber-Physical Systems
Publication
ACM Transactions on Software Engineering and Methodology
Volume
31
Issue
1
First Page
1
Last Page
36
ISSN
1049-331X
Identifier
10.1145/3464969
Publisher
Association for Computing Machinery (ACM)
Citation
GAO, Cuiyun; ZHOU, Wenjie; XIA, Xin; LO, David; XIE, Qi; and LYU, Michael R..
Automating app review response generation based on contextual knowledge. (2022). ACM Transactions on Software Engineering and Methodology. 31, (1), 1-36.
Available at: https://ink.library.smu.edu.sg/sis_research/7668
Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial-No Derivative Works 4.0 International License.
Additional URL
https://doi.org/10.1145/3464969
Included in
Databases and Information Systems Commons, OS and Networks Commons, Software Engineering Commons