Статья

Artificial intelligence tools for analyzing emotionally colored information from customer reviews in the service sector

N. Yusupova, D. Bogdanova, N. Komendantova,
2021

On the Internet, you can find millions of service reviews. This information can be useful to support decision-making for both potential customers and for managing a service business It is especially important to consider the emotional tone of such reviews, because emotions can attract or repel potential customers. The article discusses the actual task of the automatic processing of customer reviews and identifying emotionally colored information in it. In this paper we provide the definition of emotions and describe the results of the analysis of their classification. Further on, we identify six main emotions from the customer reviews. As our methodological basis we use a well-known approach for accounting emotionally colored information in customer reviews. This approach made it possible to set the task of automatic analysis of customer reviews, which we applied in this paper.

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Документы

Версии

  • 1. Version of Record от 2021-03-01

Метаданные

Об авторах
  • N. Yusupova
    Ufa State Aviation Technical University, Ufa, Karl Marx str., 12, 450008, Russia
  • D. Bogdanova
    Ufa State Aviation Technical University, Ufa, Karl Marx str., 12, 450008, Russia
  • N. Komendantova
    International Institute for Applied Systems Analysis, Laxenburg, Schlossplatz, 1, A-2361, Austria
Название журнала
  • IOP Conference Series Materials Science and Engineering
Том
  • 1069
Выпуск
  • 1
Страницы
  • 012013
Издатель
  • IOP Publishing
Тип документа
  • journal article
Тип лицензии Creative Commons
  • CC BY
Правовой статус документа
  • Свободная лицензия
Источник
  • dimensions