Robust Sentiment Classification of Metaverse Services Using a Pre-trained Language Model with Soft Voting

Metaverse services generate text data, data of ubiquitous computing, in real-time to analyze user emotions. Analysis of user emotions is an important task in metaverse services. This study aims to classify user sentiments using deep learning and pre-trained language models based on the transformer structure. Previous studies collected data from a single platform, whereas the current study incorporated the review data as "Metaverse" keyword from the YouTube and Google Play Store platforms for general utilization. As a result, the Bidirectional Encoder Representations from Transformers (BERT) and Robustly optimized BERT approach (RoBERTa) models using the soft voting mechanism achieved a highest accuracy of 88.57%. In addition, the area under the curve (AUC) score of the ensemble model comprising RoBERTa, BERT, and A Lite BERT (ALBERT) was 0.9458. The results demonstrate that the ensemble combined with the RoBERTa model exhibits good performance. Therefore, the RoBERTa model can be applied on platforms that provide metaverse services. The findings contribute to the advancement of natural language processing techniques in metaverse services, which are increasingly important in digital platforms and virtual environments. Overall, this study provides empirical evidence that sentiment analysis using deep learning and pre-trained language models is a promising approach to improving user experiences in metaverse services.