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Customer satisfaction and loyalty are essential for every business. Feedback prediction and social media classification are crucial and play a key role in accurately identifying customer satisfaction. This paper presents sentiment analysis-based customer feedback prediction based on Twitter Arabic datasets of telecommunications companies in Saudi Arabia. The human brain, which contains billions of neurons, provides feedback based on the current and past experience provided by the services and other related stakeholders. Artificial Intelligent (AI) based methods, parallel to human brain processing methods such as Deep Learning (DL) algorithms, are famous for classifying and analyzing such datasets. Comparing the Arabic Dataset to English, it is pretty challenging for typical methods to outperform in the classification or prediction tasks. Therefore, the Arabic Bidirectional Encoder Representations from Transformers (AraBERT) model was used and analyzed with various parameters such as activation functions and topologies and simulated customer satisfaction prediction takes using Arabic Twitter datasets. The prediction results were compared with two famous DL algorithms: Convolutional Neural Network (CNN) and Recurrent Neural Network (RNN). Results show that these methods have been successfully applied and obtained highly accurate classification results. AraBERT achieved the best prediction accuracy among the three ML methods, especially with Mobily and STC datasets. [ABSTRACT FROM AUTHOR]

Saudi Telecom Company (STC) is among the most popular companies in Saudi Arabia, with many customers. Yet, there is still a big room for improvement in users' satisfaction. Social media is the most robust platform to gauge users' satisfaction and determine their sentiments and critics. Twitter is among the most popular social media platform in this regard. STC customers prefer to use Twitter to write their feedback because it's a fast way to get responses due to the STC customer services account. One way to achieve customer demands and improve customer service is using the Sentiment Analysis tool. Sentiment Analysis on Twitter is highly used because of the significant number of tweets and the different opinions. Likewise, Deep learning is the best existing Sentiment Analysis method, and it has diverse models. Bidirectional Encoder Representations from Transformers (BERT) model is one of the deep learning models which have achieved excellent results in Sentiment Analysis for Natural Language Processing (NLP). NLP is mainly investigated in the English language. However, for Arabic, there is a significant gap to be filled. This study trained the proposed model using MARBERT and measured the performance using f1-score, precision, and recall metrics. We trained the model with an Arabic dataset of 24,513 tweets, including 1,437 positive, 13,828 negative, 5,694 neutral, 1,221 sarcasm, and 2,297 indeterminate tweets. The main goal is to analyze the tweets and get the sentiment to improve STC customer service. The proposed scheme is promising in terms of accuracy in contrast to existing techniques in the literature. [ABSTRACT FROM AUTHOR]