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arXiv · 2509.19952

When Words Can't Capture It All: Towards Video-Based User Complaint Text Generation with Multimodal Video Complaint Dataset

Sarmistha Das·R E Zera Marveen Lyngkhoi·Kirtan Jain·Vinayak Goyal·Sriparna Saha·Manish Gupta
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Abstract

While there exists a lot of work on explainable complaint mining, articulating user concerns through text or video remains a significant challenge, often leaving issues unresolved. Users frequently struggle to express their complaints clearly in text but can easily upload videos depicting product defects (e.g., vague text such as `worst product' paired with a 5-second video depicting a broken headphone with the right earcup). This paper formulates a new task in the field of complaint mining to aid the common users' need to write an expressive complaint, which is Complaint Description from Videos (CoD-V) (e.g., to help the above user articulate her complaint about the defective right earcup). To this end, we introduce ComVID, a video complaint dataset containing 1,175 complaint videos and the corresponding descriptions, also annotated with the emotional state of the complainer. Additionally, we present a new complaint retention (CR) evaluation metric that discriminates the proposed (CoD-V) task against standard video summary generation and description tasks. To strengthen this initiative, we introduce a multimodal Retrieval-Augmented Generation (RAG) embedded VideoLLaMA2-7b model, designed to generate complaints while accounting for the user's emotional state. We conduct a comprehensive evaluation of several Video Language Models on several tasks (pre-trained and fine-tuned versions) with a range of established evaluation metrics, including METEOR, perplexity, and the Coleman-Liau readability score, among others. Our study lays the foundation for a new research direction to provide a platform for users to express complaints through video. Dataset and resources are available at: https://github.com/sarmistha-D/CoD-V.

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Sarmistha Das, R E Zera Marveen Lyngkhoi, Kirtan Jain, Vinayak Goyal, Sriparna Saha, Manish Gupta. 2025-09-24. When Words Can't Capture It All: Towards Video-Based User Complaint Text Generation with Multimodal Video Complaint Dataset. https://arxiv.org/abs/2509.19952

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