Consumers are spending more and more time on the web to search information and receive e-services. E-commerce, e-government, e-business, e-learning, e-science, etc. reflect the growing importance of the web in all aspects of our lives. Along with the tremendous growth of online information, the use of big data has become a vital force in growing revenues. Consumers are today shopping multiple products across multiple channels online. This transformation is substantial and many of the e-commerce companies have now turned to big data analytics for focused customer group targeting using opinion mining for evaluating campaign strategies and maintaining a competitive advantage, especially during the festive shopping season. So, the role of intelligent techniques in e-servicing is massive. This chapter focuses on the importance of big data (since there is a large volume of data online) and big data analytics in the field of e-servicing and explains the various applications, platforms to implement the big data applications, and security issues in the era of big data and e-servicing.
Framework to Analyze Customer’s Feedback in Smartphone Industry Using Opinion Mining