What sentiment analysis can't see: Measuring whether customers were helped, and what went wrong, across 70,000 support conversations

Most companies read their customer support data at scale using sentiment analysis, which measures how customers sound rather than whether they were satisfied with the result. We tested a richer alternative on 70,450 support conversations from a leading online fundraising platform: alongside tone, we used GPT-5.4 to estimate each customer's satisfaction and to flag whether they reported a concrete problem, then validated all three readings against the 1-to-5 ratings customers left on the conversations they rated. The satisfaction estimate tracked those ratings far better than sentiment did, correlating at 0.47 against 0.36 and flagging unhappy customers with far fewer false alarms. The structured read also sees what sentiment cannot: tone and satisfaction disagree in 44% of conversations, a single "Neutral" label hides everything from quietly satisfied customers to ones who quietly gave up, and the largest group of all is "tolerated friction," customers who are satisfied but still reporting a fixable problem, a standing issue that no sentiment-based dashboard can surface. The broader finding is that LLM-based annotation can capture far more than the tonality of a customer's language, offering strong potential for new business metrics grounded instead in the customer's state (whether they were satisfied) and the cause of their problem extracted directly from the raw textual data of interactions and feedback.

IHUBERT: Vector-Based Semantic Deduplication and Domain-Balanced Pretraining for Persian Resources

Persian pretrained language models (PLMs) are still limited by the scarcity of large-scale, high-quality pretraining corpora and by insufficient evaluation beyond standard classification and NER tasks. We present IHUBERT, a monolingual Persian PLM trained from scratch with the RoBERTa-base encoder (125M parameters) on a 45 GB curated subset of the Sepahr-Danesh collection (about 7-8B tokens). To improve corpus quality and reduce redundancy, we employ a multi-stage preprocessing pipeline that includes normalization, exact and near-duplicate removal, anonymization, and vector-database-based semantic deduplication for distribution balancing control across domains and registers. We additionally train a 139k-vocabulary BPE tokenizer on the full pretraining corpus to better capture Persian morphology and orthographic variation. IHUBERT is evaluated on seven Persian NLU benchmarks covering NER, sentiment analysis, topic classification, NLI, extractive question answering, and relation extraction, using task-standard metrics (entity-level F1, Macro-F1, EM/F1). IHUBERT achieves its strongest gains on extractive QA, ranking first on both PQuAD (F1 88.3542) and ParsiNLU-RC (F1 49.0987), and attains the best result on FarsTail (Macro-F1 0.8350). On NER and topic classification, it remains competitive (e.g., 0.8308 F1 on ParsTwiNER; 0.7953 Macro-F1 on DigiMag), while relation extraction remains the main remaining gap (0.6684 Macro-F1 on PERLEX). A controlled tokenizer ablation on the IHUBERT pretraining corpus shows that BPE yields slightly lower subword fragmentation than WordPiece at matched vocabulary size, supporting our tokenization design. Overall, IHUBERT advances Persian language modeling through semantically curated large-scale pretraining and broad evaluation across both classification and comprehension-oriented tasks.

Efficient Financial Language Understanding via Distillation with Synthetic Data

Large instruction-following models are powerful but costly to deploy, particularly in finance, where labelled data are limited by confidentiality and expert annotation cost. We present an efficient framework for financial sentiment analysis through distillation with synthetic data, transferring knowledge from a large instruction-tuned teacher to compact student models. The framework is designed for low-resource conditions, where a small set of real examples are collected and labelled by hand. The framework then clusters the examples and uses the clusters to select seeds for generating synthetic examples via structured few-shot prompting. Experiments show that clustering-based seed selection yields more representative synthetic data than random sampling, enabling compact models to achieve strong performance with minimal supervision. Notably, on a more complex and noisy text domain, the compact model trained on the complete synthetic-seed corpus even outperforms the teacher model, while remaining competitive on formal text. The framework provides a practical route toward resource-efficient domain adaptation in financial NLP with minimal human labelling effort.

MAF: Multimodal Adaptive Few-shot Prompting for Sentiment Analysis with MLLMs

Multimodal large language models (MLLMs) have demonstrated remarkable capabilities in understanding complex multimodal content. However, their performance in sentiment analysis exhibits acute sensitivity to prompt design, rendering static, uniformly applied prompts inherently suboptimal for capturing the nuanced multimodal cues that vary across inputs. To address this limitation, we propose a Multimodal Adaptive Few-Shot Prompting (MAF) framework, which dynamically retrieves and integrates query-relevant demonstrations to elicit the sentiment reasoning capabilities of MLLMs in a context-sensitive manner. MAF constructs a demonstration retrieval module that holistically encodes facial expressions, scene context, and textual semantics, with a lip movement amplitude detection mechanism introduced for accurate speaker identification in multi-person scenarios. Departing from conventional fixed-weight fusion, a lightweight coefficient generation network is trained to output query-conditioned fusion weights in real time, enabling weighted aggregation of multimodal similarity scores to retrieve the top-K most informative demonstrations. Prediction stability is further enhanced through majority voting over multiple candidate outputs generated by the MLLM. Extensive experiments on public benchmark datasets demonstrate that MAF achieves substantial and consistent performance improvements over the corresponding backbone variants and remains competitive with strong multimodal sentiment-analysis baselines.

A Unified Multi-Modal Framework for Intelligent Financial Systems: Integrating Reinforcement Learning, High-Frequency Trading, and Game-Theoretic Approaches with Cross-Modal Sentiment Analysis

The rapid evolution of financial technology demands sophisticated artificial intelligence systems capable of handling diverse challenges across multiple domains simultaneously. This paper presents a groundbreaking unified framework that seamlessly integrates Proximal Policy Optimization for robo-advisory systems, advanced time-series prediction models for high-frequency trading, in-context learning mechanisms for dynamic investment advisory, game-theoretic approaches for competitive banking scenarios, and unified embeddings for cross-modal financial sentiment analysis. Our comprehensive framework addresses the critical gap in existing literature where these technologies have been developed in isolation, failing to leverage their synergistic potential. Through extensive experimentation across multiple financial datasets and real-world scenarios, we demonstrate that our integrated approach achieves superior performance compared to specialized single-domain systems. Specifically, our framework shows a 23.7% improvement in portfolio optimization metrics, reduces prediction error in high-frequency trading by 31.2%, enhances investment recommendation accuracy by 18.9%, optimizes competitive banking strategies with a 27.4% increase in Nash equilibrium convergence speed, and improves sentiment analysis accuracy by 15.6% through cross-modal fusion. The theoretical foundation of our work establishes convergence guarantees for the integrated optimization problem, while our empirical results validate the practical applicability across diverse financial institutions. This research not only advances the state-of-the-art in financial AI but also provides a blueprint for developing comprehensive intelligent systems that can adapt to the complex, interconnected nature of modern financial markets.

Explicit Representation Alignment for Multimodal Sentiment Analysis

Multimodal affective analysis aims to understand human sentiment and emotion by jointly modeling heterogeneous modalities such as text and images. However, multimodal models often fail to consistently outperform strong text-only baselines, with performance varying significantly across fusion strategies. In this work, we identify representation misalignment between independently pretrained modality encoders as a key bottleneck for effective multimodal learning, and show through controlled experiments that alignment prior to fusion is often more important than fusion complexity. To address this issue, we propose a unified multimodal affective analysis framework that leverages vision-language models (VLMs) to convert visual content into structured textual descriptions, projecting heterogeneous modalities into a shared linguistic space and enabling interpretable text-centric reasoning. To further improve robustness, we introduce a hybrid learning strategy that combines semantic token selection with a batch-level uniformity regularization objective, encouraging a more dispersed and stable global feature space while mitigating noise introduced by VLM-generated descriptions. Experiments on multiple multimodal sentiment and emotion benchmarks show that our method consistently outperforms strong unimodal and multimodal baselines, achieving state-of-the-art performance. Our analysis further highlights the critical role of representation alignment in multimodal affective learning.

TeamHerald@CHIPSAL 2026: Hate Speech Detection and Sentiment Analysis of Nepali Memes using Transformer-based Architectures and Ensemble Learning

The analysis of internet memes in the Nepali language is complicated by frequent code-mixing and a lack of established baseline resources. While memes inherently combine visual and textual elements, this study focuses on a text-centric approach by extracting embedded text using an OCR layer and modeling it with Transformer-based architectures. We evaluate six distinct models and investigate the comparative effectiveness of Hard and Soft Voting ensemble strategies across two tasks: binary hate speech detection and three-class sentiment analysis. Experimental results show that a standalone decoder-only model achieved the highest performance for binary classification, whereas the Soft Voting ensemble performed best for the multi-class sentiment task, yielding a 15.8% relative improvement in Macro F1-score over the strongest standalone baseline. These findings suggest that ensemble strategies behave differently across binary and multi-class tasks, highlighting the importance of selecting aggregation methods suited to the classification objective.

Multilingual Sentiment Aware Text Summarization A Reinforcement Learning Approach for Consistency Maintenance

Reinforcement Learning from Human Feedback (RLHF) has significantly improved the quality and fluency of large language models in text summarization. However, its impact on affective properties remains insufficiently understood. In this work, we study sentiment drift, a systematic shift toward neutral sentiment in RLHF-based summarization outputs compared to source texts. We conduct extensive experiments across multiple datasets, model architectures, and eight languages to analyze how alignment objectives influence sentiment preservation. Our results show that sentiment drift is a consistent phenomenon that becomes stronger with increased KL regularization strength, indicating a trade-off between alignment stability and affective fidelity. To explain this behavior, we introduce a Policy Attribution framework that decomposes the RLHF objective and quantifies the contribution of its components. Our analysis reveals that KL regularization is the primary driver of sentiment suppression across all settings. Based on these findings, we propose a sentiment-aware modification of the KL regularization term, which selectively reduces constraints on sentiment-bearing tokens. Empirical results demonstrate that this approach mitigates sentiment drift while maintaining summarization quality. Overall, our findings highlight a fundamental limitation of current alignment methods: while they improve factual consistency and safety, they may unintentionally suppress emotional expressiveness. This motivates the development of alignment strategies that explicitly account for affective preservation.

Beyond Generative Decoding: Discriminative Hidden-State Readout from a Native Omni-Modal LLM for Multimodal Sentiment Analysis

Multimodal sentiment analysis (MSA) infers human affect from language, acoustic, and visual signals. Recent methods increasingly adapt large multimodal models (LMMs) via generative readout: prompting the model to emit a sentiment score as a text string. While convenient, this ties continuous regression to discrete autoregressive decoding, incurring unmeasured costs. We revisit this readout mechanism and propose a discriminative formulation built on the Thinker module of a native omni-modal LLM (Qwen2.5-Omni-7B). Instead of text decoding, we map the final-layer hidden state of the last non-padding token to a continuous score via a lightweight regression head in a single forward pass. Using 4-bit quantization and low-rank adaptation (QLoRA), the entire 7B pipeline -- including video and audio processing -- trains on a single consumer GPU (RTX 5090, 32 GB) with 10-21 GB peak memory and 1.14% trainable parameters. Through a controlled comparison fixing the backbone, data, and LoRA configuration, we isolate the impact of the readout. On CMU-MOSI and CMU-MOSEI, our discriminative readout reaches state-of-the-art accuracy without task-specific feature engineering (MOSI: MAE 0.551, Corr 0.888; MOSEI: MAE 0.506, Corr 0.790) and exhibits strong multi-seed stability. In contrast, the generative readout -- even after equivalent supervised training -- more than doubles the mean absolute error, yields unparsable or out-of-range outputs (2.8% zero-shot), and suffers from higher latency. Modality ablations reveal a text-dominant regime on CMU-MOSI. Our findings indicate that how an LMM is read out is as consequential as how it is trained, demonstrating that a discriminative readout offers a more accurate, efficient, and reliable alternative for continuous MSA.

TRACE: A Temporal Conditional Estimation for Multimodal Time Series Foundation Models

Time series foundation models (TS-FMs) aim to learn generalizable temporal representations that can be adapted to a wide range of downstream tasks. In real-world multimodal settings, time series are frequently affected by temporal misalignment and partial modality missingness, where different modalities are observed at heterogeneous time scales or are partially absent. Existing approaches typically rely on naive imputation or masking strategies, which fail to account for cross-modal dependencies and often lead to misaligned or degraded representations. We propose TRACE, a conditional estimation paradigm for multimodal time series foundation model pipelines under missingness and irregular sampling, allowing incomplete target modalities to be systematically inferred from available auxiliary modalities. We evaluate TRACE on diverse multimodal benchmarks spanning healthcare and affective computing, including the MIMIC-IV clinical dataset and the CMU-MOSI and CMU-MOSEI benchmarks for multimodal sentiment analysis. Across a range of downstream prediction tasks and missing-modality settings, TRACE consistently outperforms prior multimodal fusion approaches, demonstrating improved robustness to severe modality missingness and more reliable cross-modal representations.