{"id":"https://openalex.org/W7084137563","doi":"https://doi.org/10.3390/informatics12030082","title":"Global Embeddings, Local Signals: Zero-Shot Sentiment Analysis of Transport Complaints","display_name":"Global Embeddings, Local Signals: Zero-Shot Sentiment Analysis of Transport Complaints","publication_year":2025,"publication_date":"2025-08-14","ids":{"openalex":"https://openalex.org/W7084137563","doi":"https://doi.org/10.3390/informatics12030082"},"language":"en","primary_location":{"id":"doi:10.3390/informatics12030082","is_oa":true,"landing_page_url":"https://doi.org/10.3390/informatics12030082","pdf_url":null,"source":{"id":"https://openalex.org/S2738238905","display_name":"Informatics","issn_l":"2227-9709","issn":["2227-9709"],"is_oa":true,"is_in_doaj":true,"is_core":true,"host_organization":"https://openalex.org/P4310310987","host_organization_name":"Multidisciplinary Digital Publishing Institute","host_organization_lineage":["https://openalex.org/P4310310987"],"host_organization_lineage_names":["Multidisciplinary Digital Publishing Institute"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Informatics","raw_type":"journal-article"},"type":"article","indexed_in":["crossref","doaj"],"open_access":{"is_oa":true,"oa_status":"gold","oa_url":"https://doi.org/10.3390/informatics12030082","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":null,"display_name":"Aliya Nugumanova","orcid":"https://orcid.org/0000-0001-5522-4421"},"institutions":[{"id":"https://openalex.org/I4210141757","display_name":"Astana Medical University","ror":"https://ror.org/038mavt60","country_code":"KZ","type":"education","lineage":["https://openalex.org/I4210141757"]}],"countries":["KZ"],"is_corresponding":false,"raw_author_name":"Aliya Nugumanova","raw_affiliation_strings":["Big Data and Blockchain Technologies Research Innovation Center, Astana IT University, Astana 010000, Kazakhstan"],"affiliations":[{"raw_affiliation_string":"Big Data and Blockchain Technologies Research Innovation Center, Astana IT University, Astana 010000, Kazakhstan","institution_ids":["https://openalex.org/I4210141757"]}]},{"author_position":"middle","author":{"id":null,"display_name":"Daniyar Rakhimzhanov","orcid":"https://orcid.org/0009-0009-4294-8485"},"institutions":[{"id":"https://openalex.org/I4210141757","display_name":"Astana Medical University","ror":"https://ror.org/038mavt60","country_code":"KZ","type":"education","lineage":["https://openalex.org/I4210141757"]}],"countries":["KZ"],"is_corresponding":true,"raw_author_name":"Daniyar Rakhimzhanov","raw_affiliation_strings":["Big Data and Blockchain Technologies Research Innovation Center, Astana IT University, Astana 010000, Kazakhstan"],"affiliations":[{"raw_affiliation_string":"Big Data and Blockchain Technologies Research Innovation Center, Astana IT University, Astana 010000, Kazakhstan","institution_ids":["https://openalex.org/I4210141757"]}]},{"author_position":"last","author":{"id":null,"display_name":"Aiganym Mansurova","orcid":"https://orcid.org/0009-0007-9076-0722"},"institutions":[{"id":"https://openalex.org/I4210141757","display_name":"Astana Medical University","ror":"https://ror.org/038mavt60","country_code":"KZ","type":"education","lineage":["https://openalex.org/I4210141757"]}],"countries":["KZ"],"is_corresponding":true,"raw_author_name":"Aiganym Mansurova","raw_affiliation_strings":["Big Data and Blockchain Technologies Research Innovation Center, Astana IT University, Astana 010000, Kazakhstan"],"affiliations":[{"raw_affiliation_string":"Big Data and Blockchain Technologies Research Innovation Center, Astana IT University, Astana 010000, Kazakhstan","institution_ids":["https://openalex.org/I4210141757"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":3,"corresponding_author_ids":[],"corresponding_institution_ids":["https://openalex.org/I4210141757"],"apc_list":{"value":1600,"currency":"CHF","value_usd":1732},"apc_paid":{"value":1600,"currency":"CHF","value_usd":1732},"fwci":2.3346,"has_fulltext":false,"cited_by_count":2,"citation_normalized_percentile":{"value":0.89588043,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":95,"max":96},"biblio":{"volume":"12","issue":"3","first_page":"82","last_page":"82"},"is_retracted":false,"is_paratext":false,"is_xpac":true,"primary_topic":{"id":"https://openalex.org/T10596","display_name":"Child Nutrition and Water Access","score":0.987500011920929,"subfield":{"id":"https://openalex.org/subfields/2916","display_name":"Nutrition and Dietetics"},"field":{"id":"https://openalex.org/fields/29","display_name":"Nursing"},"domain":{"id":"https://openalex.org/domains/4","display_name":"Health Sciences"}},"topics":[{"id":"https://openalex.org/T10596","display_name":"Child Nutrition and Water Access","score":0.987500011920929,"subfield":{"id":"https://openalex.org/subfields/2916","display_name":"Nutrition and Dietetics"},"field":{"id":"https://openalex.org/fields/29","display_name":"Nursing"},"domain":{"id":"https://openalex.org/domains/4","display_name":"Health Sciences"}},{"id":"https://openalex.org/T10209","display_name":"Global Maternal and Child Health","score":0.0008999999845400453,"subfield":{"id":"https://openalex.org/subfields/2735","display_name":"Pediatrics, Perinatology and Child Health"},"field":{"id":"https://openalex.org/fields/27","display_name":"Medicine"},"domain":{"id":"https://openalex.org/domains/4","display_name":"Health Sciences"}},{"id":"https://openalex.org/T10452","display_name":"Iron Metabolism and Disorders","score":0.0006000000284984708,"subfield":{"id":"https://openalex.org/subfields/2720","display_name":"Hematology"},"field":{"id":"https://openalex.org/fields/27","display_name":"Medicine"},"domain":{"id":"https://openalex.org/domains/4","display_name":"Health Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/sentiment-analysis","display_name":"Sentiment analysis","score":0.7975999712944031},{"id":"https://openalex.org/keywords/triage","display_name":"Triage","score":0.6869000196456909},{"id":"https://openalex.org/keywords/pipeline","display_name":"Pipeline (software)","score":0.6298999786376953},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.5435000061988831},{"id":"https://openalex.org/keywords/encoder","display_name":"Encoder","score":0.5295000076293945},{"id":"https://openalex.org/keywords/quality","display_name":"Quality (philosophy)","score":0.4853000044822693},{"id":"https://openalex.org/keywords/test","display_name":"Test (biology)","score":0.35269999504089355},{"id":"https://openalex.org/keywords/service-quality","display_name":"Service quality","score":0.3253999948501587}],"concepts":[{"id":"https://openalex.org/C66402592","wikidata":"https://www.wikidata.org/wiki/Q2271421","display_name":"Sentiment analysis","level":2,"score":0.7975999712944031},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.7145000100135803},{"id":"https://openalex.org/C2777120189","wikidata":"https://www.wikidata.org/wiki/Q780067","display_name":"Triage","level":2,"score":0.6869000196456909},{"id":"https://openalex.org/C43521106","wikidata":"https://www.wikidata.org/wiki/Q2165493","display_name":"Pipeline (software)","level":2,"score":0.6298999786376953},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5435000061988831},{"id":"https://openalex.org/C118505674","wikidata":"https://www.wikidata.org/wiki/Q42586063","display_name":"Encoder","level":2,"score":0.5295000076293945},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.4853000044822693},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.4521999955177307},{"id":"https://openalex.org/C2522767166","wikidata":"https://www.wikidata.org/wiki/Q2374463","display_name":"Data science","level":1,"score":0.43299999833106995},{"id":"https://openalex.org/C204321447","wikidata":"https://www.wikidata.org/wiki/Q30642","display_name":"Natural language processing","level":1,"score":0.4043999910354614},{"id":"https://openalex.org/C2777267654","wikidata":"https://www.wikidata.org/wiki/Q3519023","display_name":"Test (biology)","level":2,"score":0.35269999504089355},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.3253999948501587},{"id":"https://openalex.org/C48372109","wikidata":"https://www.wikidata.org/wiki/Q3913","display_name":"Binary number","level":2,"score":0.3249000012874603},{"id":"https://openalex.org/C62230096","wikidata":"https://www.wikidata.org/wiki/Q275969","display_name":"Crowdsourcing","level":2,"score":0.3203999996185303},{"id":"https://openalex.org/C38652104","wikidata":"https://www.wikidata.org/wiki/Q3510521","display_name":"Computer security","level":1,"score":0.3154999911785126},{"id":"https://openalex.org/C23123220","wikidata":"https://www.wikidata.org/wiki/Q816826","display_name":"Information retrieval","level":1,"score":0.31130000948905945},{"id":"https://openalex.org/C188087704","wikidata":"https://www.wikidata.org/wiki/Q369577","display_name":"Standardization","level":2,"score":0.3061999976634979},{"id":"https://openalex.org/C124101348","wikidata":"https://www.wikidata.org/wiki/Q172491","display_name":"Data mining","level":1,"score":0.3000999987125397},{"id":"https://openalex.org/C2984334869","wikidata":"https://www.wikidata.org/wiki/Q1060653","display_name":"Customer service","level":3,"score":0.2987000048160553},{"id":"https://openalex.org/C119857082","wikidata":"https://www.wikidata.org/wiki/Q2539","display_name":"Machine learning","level":1,"score":0.28119999170303345},{"id":"https://openalex.org/C90805587","wikidata":"https://www.wikidata.org/wiki/Q10944557","display_name":"Word (group theory)","level":2,"score":0.28060001134872437},{"id":"https://openalex.org/C184337299","wikidata":"https://www.wikidata.org/wiki/Q1437428","display_name":"Semantics (computer science)","level":2,"score":0.27869999408721924},{"id":"https://openalex.org/C66905080","wikidata":"https://www.wikidata.org/wiki/Q17005494","display_name":"Binary classification","level":3,"score":0.26820001006126404},{"id":"https://openalex.org/C2776224158","wikidata":"https://www.wikidata.org/wiki/Q187931","display_name":"Phrase","level":2,"score":0.26330000162124634},{"id":"https://openalex.org/C2777946921","wikidata":"https://www.wikidata.org/wiki/Q7449044","display_name":"Semantic analysis (machine learning)","level":2,"score":0.2621999979019165},{"id":"https://openalex.org/C151956035","wikidata":"https://www.wikidata.org/wiki/Q1132755","display_name":"Logistic regression","level":2,"score":0.26019999384880066},{"id":"https://openalex.org/C2777211547","wikidata":"https://www.wikidata.org/wiki/Q17141490","display_name":"Training (meteorology)","level":2,"score":0.25850000977516174}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.3390/informatics12030082","is_oa":true,"landing_page_url":"https://doi.org/10.3390/informatics12030082","pdf_url":null,"source":{"id":"https://openalex.org/S2738238905","display_name":"Informatics","issn_l":"2227-9709","issn":["2227-9709"],"is_oa":true,"is_in_doaj":true,"is_core":true,"host_organization":"https://openalex.org/P4310310987","host_organization_name":"Multidisciplinary Digital Publishing Institute","host_organization_lineage":["https://openalex.org/P4310310987"],"host_organization_lineage_names":["Multidisciplinary Digital Publishing Institute"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Informatics","raw_type":"journal-article"},{"id":"pmh:oai:doaj.org/article:ee4024b0a1e64631b1ac22928bcda44e","is_oa":true,"landing_page_url":"https://doaj.org/article/ee4024b0a1e64631b1ac22928bcda44e","pdf_url":null,"source":{"id":"https://openalex.org/S112646816","display_name":"SHILAP Revista de lepidopterolog\u00eda","issn_l":"0300-5267","issn":["0300-5267","2340-4078"],"is_oa":true,"is_in_doaj":true,"is_core":false,"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Informatics, Vol 12, Iss 3, p 82 (2025)","raw_type":"article"}],"best_oa_location":{"id":"doi:10.3390/informatics12030082","is_oa":true,"landing_page_url":"https://doi.org/10.3390/informatics12030082","pdf_url":null,"source":{"id":"https://openalex.org/S2738238905","display_name":"Informatics","issn_l":"2227-9709","issn":["2227-9709"],"is_oa":true,"is_in_doaj":true,"is_core":true,"host_organization":"https://openalex.org/P4310310987","host_organization_name":"Multidisciplinary Digital Publishing Institute","host_organization_lineage":["https://openalex.org/P4310310987"],"host_organization_lineage_names":["Multidisciplinary Digital Publishing Institute"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Informatics","raw_type":"journal-article"},"sustainable_development_goals":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":0,"referenced_works":[],"related_works":[],"abstract_inverted_index":{"Public":[0],"transport":[1,73],"agencies":[2,74],"must":[3,75],"triage":[4,231],"thousands":[5,77],"of":[6,14,56,78,88,152,161,196,244],"multilingual":[7,69],"complaints":[8,90],"every":[9],"day,":[10],"yet":[11,202],"the":[12,54,61,122,126,162,173,204,238],"cost":[13],"training":[15,201],"and":[16,80,117,138,176,198,224],"serving":[17],"fine-grained":[18],"sentiment":[19,43,185],"analysis":[20,44,186],"models":[21],"limits":[22],"real-time":[23],"deployment.":[24],"The":[25],"proposed":[26],"\u201cone":[27],"encoder,":[28,219],"any":[29],"facet\u201d":[30],"framework":[31],"therefore":[32],"offers":[33],"a":[34,155,216],"reproducible,":[35],"resource-efficient":[36],"alternative":[37],"to":[38,63,102,167,207,240],"heavy":[39],"fine-tuning":[40],"for":[41,132,136,140,169,172,178],"domain-specific":[42],"or":[45],"opinion":[46],"mining":[47],"tasks":[48],"on":[49,67,159],"digital":[50],"service":[51,111],"data.":[52],"To":[53],"best":[55,127],"our":[57,188],"knowledge,":[58],"we":[59],"are":[60,100],"first":[62],"test":[64],"this":[65],"paradigm":[66],"operational":[68],"complaints,":[70],"where":[71],"public":[72],"prioritize":[76],"Russian-":[79],"Kazakh-language":[81],"messages":[82],"each":[83],"day.":[84],"A":[85],"human-labelled":[86],"corpus":[87],"2400":[89],"is":[91],"embedded":[92],"with":[93,182],"five":[94,209],"open-source":[95],"universal":[96],"models.":[97],"Obtained":[98],"embeddings":[99,164],"matched":[101],"semantic":[103],"\u201canchor\u201d":[104],"queries":[105],"that":[106,215],"describe":[107],"three":[108],"distinct":[109],"facets:":[110],"aspect":[112,133],"(eight":[113],"classes),":[114],"implicit":[115],"frustration,":[116,137],"explicit":[118],"customer":[119],"request.":[120],"In":[121],"strict":[123],"zero-shot":[124],"setting,":[125],"encoder":[128],"reaches":[129],"77%":[130],"accuracy":[131,205],"detection,":[134],"74%":[135],"80%":[139],"request;":[141],"taken":[142],"together,":[143],"these":[144],"signals":[145],"reproduce":[146],"human":[147],"four-level":[148],"priority":[149],"in":[150],"60%":[151],"cases.":[153],"Attaching":[154],"single-layer":[156],"logistic":[157],"probe":[158],"top":[160],"frozen":[163,218],"boosts":[165],"performance":[166],"89%":[168],"aspect,":[170],"83\u201387%":[171],"binary":[174],"facets,":[175],"72%":[177],"end-to-end":[179],"triage.":[180],"Compared":[181],"recent":[183],"fine-tuned":[184],"systems,":[187],"pipeline":[189],"cuts":[190],"memory":[191],"demands":[192],"by":[193,221],"two":[194],"orders":[195],"magnitude":[197],"eliminates":[199],"task-specific":[200],"narrows":[203],"gap":[206],"under":[208],"percentage":[210],"points.":[211],"These":[212],"findings":[213],"indicate":[214],"single":[217],"guided":[220],"handcrafted":[222],"anchors":[223],"an":[225],"ultra-light":[226],"head,":[227],"can":[228],"deliver":[229],"near-human":[230],"quality":[232],"across":[233],"multiple":[234],"pragmatic":[235],"dimensions,":[236],"opening":[237],"door":[239],"low-cost,":[241],"language-agnostic":[242],"monitoring":[243],"digital-service":[245],"feedback.":[246]},"counts_by_year":[{"year":2025,"cited_by_count":2}],"updated_date":"2026-02-27T16:54:17.756197","created_date":"2025-10-10T00:00:00"}