Organizational Online Reputation Measurement Through Natural Language Processing and Sentiment Analysis Techniques

2021 ◽  
pp. 60-71
Author(s):  
Christian Orrego ◽  
Luisa Fernanda Villa ◽  
Lina Maria Sepúlveda-Cano ◽  
Lillyana M. Giraldo M.
Keyword(s):  
Natural Language Processing ◽  
Natural Language ◽  
Sentiment Analysis ◽  
Language Processing ◽  
Analysis Techniques ◽  
Reputation Measurement ◽  
Online Reputation

Tracking How a Change in a Telecom Service Affects Its Customers Using Sentiment Analysis and Personality Insight

2020 ◽  
Vol 11 (3) ◽  
pp. 33-46
Author(s):  
Ammar Adl ◽  
Abdelsadeq Khamis Elfergany
Keyword(s):  
Natural Language Processing ◽  
Natural Language ◽  
Sentiment Analysis ◽  
Language Processing ◽  
Customer Retention ◽  
Full Description ◽  
Important Process ◽  
Learning Stage ◽  
Analysis Techniques ◽  
Telecom Service

Tracking the effect of change a telecom service on customer feeling is an important process for telecom companies. As a result of tangible growth and large competition among telecom companies, customer retention and satisfaction are the most important challenges faced by telecom companies nowadays. Customer retention can be achieved by identifying the feeling of the telecom customers after changing service and take care of the customers by modifying the services that aren't accepted by its customers. Hence, this article was done by using a combination of four stages of: text pre-processing, personality analysis, sentiment analysis, and a chatbot system. This article shows the effect of using the personality traits, agreeableness and emotional range, with sentiment analysis to help reaching a full description of customer feel. Combining the sentiment analysis Naïve Bayes technique in the natural language processing and personality insights pre-learning stage and adding feedback using the obtained results achieves higher accuracy than using the traditional sentiment analysis techniques.

scholarly journals Sentiment Analysis Techniques Applied to Raw-Text Data from a Csq-8 Questionnaire about Mindfulness in Times of COVID-19 to Improve Strategy Generation

2021 ◽  
Vol 18 (12) ◽  
pp. 6408
Author(s):  
Mario Jojoa Acosta ◽  
Gema Castillo-Sánchez ◽  
Begonya Garcia-Zapirain ◽  
Isabel de la Torre Díez ◽  
Manuel Franco-Martín
Keyword(s):  
Health Care ◽  
Natural Language Processing ◽  
Natural Language ◽  
Sentiment Analysis ◽  
Transfer Learning ◽  
Language Processing ◽  
Health Care Professionals ◽  
Ground Truth ◽  
Relevant Information ◽  
Free Text

The use of artificial intelligence in health care has grown quickly. In this sense, we present our work related to the application of Natural Language Processing techniques, as a tool to analyze the sentiment perception of users who answered two questions from the CSQ-8 questionnaires with raw Spanish free-text. Their responses are related to mindfulness, which is a novel technique used to control stress and anxiety caused by different factors in daily life. As such, we proposed an online course where this method was applied in order to improve the quality of life of health care professionals in COVID 19 pandemic times. We also carried out an evaluation of the satisfaction level of the participants involved, with a view to establishing strategies to improve future experiences. To automatically perform this task, we used Natural Language Processing (NLP) models such as swivel embedding, neural networks, and transfer learning, so as to classify the inputs into the following three categories: negative, neutral, and positive. Due to the limited amount of data available—86 registers for the first and 68 for the second—transfer learning techniques were required. The length of the text had no limit from the user’s standpoint, and our approach attained a maximum accuracy of 93.02% and 90.53%, respectively, based on ground truth labeled by three experts. Finally, we proposed a complementary analysis, using computer graphic text representation based on word frequency, to help researchers identify relevant information about the opinions with an objective approach to sentiment. The main conclusion drawn from this work is that the application of NLP techniques in small amounts of data using transfer learning is able to obtain enough accuracy in sentiment analysis and text classification stages.

scholarly journals Coarse-Grained Sentiment Analysis Berbasis Natural Language Processing – Ulasan Hotel

2021 ◽  
Vol 10 (1) ◽  
pp. 41-48
Author(s):  
Warnia Nengsih ◽  
M. Mahrus Zein ◽  
Nazifa Hayati
Keyword(s):  
Natural Language Processing ◽  
Random Forest ◽  
Natural Language ◽  
Receiver Operating Characteristic ◽  
Sentiment Analysis ◽  
Language Processing ◽  
Operating Characteristic ◽  
Coarse Grained ◽  
Receiver Operating

Sentiment analysis adalah metode untuk memperoleh data dari berbagai platform yang tersedia di internet. Kemajuan teknologi memungkinkan mesin untuk mengenali suatu istilah yang dianggap sebagai opini positif maupun sebaliknya. Data-data dan opini tersebut berperan penting sebagai umpan balik produk, layanan, dan topik lainnya. Tanpa perlu memperoleh opini secara langsung dari masyarakat, pihak penyedia telah mendapatkan evaluasi yang penting guna mengembangkan diri. Bisnis perhotelan merupakan bidang yang terkait dengan jasa memberikan layanan pada pelanggan. Indikator keberlangsungan bisnis ini juga bergantung pada umpan balik pelanggannya dan dijadikan sebagai acuan untuk pengambilan kebijakan strategis. Teknik sentiment analysis berbasis Natural Language Processing dapat mengatasi permasalahan tersebut. Pada makalah ini prediksi dilakukan menggunakan classifier Random Forest (RF), sementara untuk merangkum kualitas classifier, digunakan kurva Receiver Operating Characteristic (ROC). Kurva ROC berupa grafik yang baik untuk merangkum kualitas classifier. Semakin tinggi kurva berada di atas garis diagonal, semakin baik prediksinya, dengan nilai kurva ROC yang diperoleh sebesar 0,90. Terlihat hasil ulasan terhadap opini pelanggan terhadap jasa dan pelayanan yang diberikan oleh hotel untuk kategori positif lebih banyak daripada kategori negatif. Polaritas dari ulasan diperoleh 68% ulasan pelanggan berada pada area positif dan 32% berada pada area negatif.

scholarly journals Sentiment Analysis on Twitter Airline Data

2021 ◽  
Vol 9 (VI) ◽  
pp. 3767-3770
Author(s):  
Kirti Jain
Keyword(s):  
Machine Learning ◽  
Natural Language Processing ◽  
Natural Language ◽  
Sentiment Analysis ◽  
Language Processing ◽  
Learning Task ◽  
Model Based ◽  
Sentiment Mining ◽  
General Opinion

Sentiment analysis, also known as sentiment mining, is a submachine learning task where we want to determine the overall sentiment of a particular document. With machine learning and natural language processing (NLP), we can extract the information of a text and try to classify it as positive, neutral, or negative according to its polarity. In this project, We are trying to classify Twitter tweets into positive, negative, and neutral sentiments by building a model based on probabilities. Twitter is a blogging website where people can quickly and spontaneously share their feelings by sending tweets limited to 140 characters. Because of its use of Twitter, it is a perfect source of data to get the latest general opinion on anything.

scholarly journals EMOSIS Sentiment Analysis on Tweets with Emotion and Intensity Level Recognition Considering Ending Punctuation Marks

2019 ◽  
Vol 8 (4) ◽  
pp. 10289-10293
Keyword(s):  
Natural Language Processing ◽  
Natural Language ◽  
Emotion Recognition ◽  
Sentiment Analysis ◽  
Language Processing ◽  
Significant Role ◽  
Language Model ◽  
Intensity Level ◽  
Processing Stage ◽  
Overall Performance

Sentiment Analysis is a tool used for determining the Polarity or Emotion of a Sentence. It is a field of Natural Language Processing which focuses on the study of opinions. In this study, the researchers solved one key challenge in Sentiment Analysis, which is to consider the Ending Punctuation Marks present in a sentence. Ending punctuation marks plays a significant role in Emotion Recognition and Intensity Level Recognition. The research made used of tweets expressing opinions about Philippine President Rodrigo Duterte. These downloaded tweets served as the inputs. It was initially subjected to pre-processing stage to be able to prepare the sentences for processing. A Language Model was created to serve as the classifier for determining the scores of the tweets. The scores give the polarity of the sentence. Accuracy is very important in sentiment analysis. To increase the chance of correctly identifying the polarity of the tweets, the input undergone Intensity Level Recognition which determines the intensifiers and negations within the sentences. The system was evaluated with overall performance of 80.27%.

scholarly journals Generalized approach to sentiment analysis of short text messages in natural language processing

2020 ◽  
pp. 2-14
Author(s):  
Evrenii Polyakov ◽  
Leonid Voskov ◽  
Pavel Abramov ◽  
Sergey Polyakov
Keyword(s):  
Machine Learning ◽  
Natural Language Processing ◽  
Data Analysis ◽  
Natural Language ◽  
Sentiment Analysis ◽  
Language Processing ◽  
Full Range ◽  
Text Messages ◽  
Basic Solution ◽  
Short Text

Introduction: Sentiment analysis is a complex problem whose solution essentially depends on the context, field of study andamount of text data. Analysis of publications shows that the authors often do not use the full range of possible data transformationsand their combinations. Only a part of the transformations is used, limiting the ways to develop high-quality classification models.Purpose: Developing and exploring a generalized approach to building a model, which consists in sequentially passing throughthe stages of exploratory data analysis, obtaining a basic solution, vectorization, preprocessing, hyperparameter optimization, andmodeling. Results: Comparative experiments conducted using a generalized approach for classical machine learning and deeplearning algorithms in order to solve the problem of sentiment analysis of short text messages in natural language processinghave demonstrated that the classification quality grows from one stage to another. For classical algorithms, such an increasein quality was insignificant, but for deep learning, it was 8% on average at each stage. Additional studies have shown that theuse of automatic machine learning which uses classical classification algorithms is comparable in quality to manual modeldevelopment; however, it takes much longer. The use of transfer learning has a small but positive effect on the classificationquality. Practical relevance: The proposed sequential approach can significantly improve the quality of models under developmentin natural language processing problems.

scholarly journals Unmasking the conversation on masks: Natural language processing for topical sentiment analysis of COVID-19 Twitter discourse

2020 ◽  
Author(s):  
Abraham Sanders ◽  
Rachael White ◽  
Lauren Severson ◽  
Rufeng Ma ◽  
Richard McQueen ◽  
...  
Keyword(s):  
Natural Language Processing ◽  
Natural Language ◽  
Sentiment Analysis ◽  
Language Processing ◽  
Public Attitudes ◽  
Online Activity ◽  
Health Crisis ◽  
Public Response ◽  
Health Community ◽  
High Level

In this exploratory study, we scrutinize a database of over 1 million tweets collected across the first five months of 2020 to draw conclusions about public attitudes towards the preventative measure of mask usage during the COVID-19 pandemic. In recent months, a body of literature has emerged to suggest the robustness of trends in online activity as proxies for the epidemiological and sociological impact of COVID-19. We employ natural language processing, clustering and sentiment analysis techniques to organize tweets relating to mask-wearing into high-level themes, then relay narratives for individual clusters through automatic text summarization. We find that topic clustering and visualization based on mask-related Twitter data offers revealing insights into societal perceptions of COVID-19 and techniques for its prevention. We observe that the volume and polarity of mask related tweets has greatly increased. Importantly, the analysis pipeline presented can be leveraged by the health community for the assessment of public response to health interventions in the ongoing global health crisis.

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