User Profile Characterization Within a Brazilian Online Dispute Resolution Platform

Adriana Silvina Pagano, Ana Paula Couto da Silva, Wesley Maciel, Yohan Gumiel

Keywords: NLP, ODR, Complaint Service, LIWC

TL;DR: This paper investigates consumer complaints shared on Consumidor.gov.br, a Brazilian Online Dispute Resolution platform, through NLP techniques.

Abstract: This work investigates consumer complaints shared on Consumidor.gov.br, a Brazilian Online Dispute Resolution platform. Leveraging Natural Language Processing (NLP) techniques, we inquire to what extent complaints by male and female consumers are represented in that platform and whether differences in the language of their complaints can reveal patterns to be explored as linguistic indicators of gender authoring. Our results show differences in the way males and females construe meanings in terms of word POS, psycholinguistic properties and emotions expressed.

Submission Type: Archival

Volunteer As A Reviewer: No