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

Yusupova, N., Bogdanova, D., & Komendantova, N. ORCID: https://orcid.org/0000-0003-2568-6179 (2021). Artificial intelligence tools for analyzing emotionally colored information from customer reviews in the service sector. In: Second Scientific Conference on Fundamental Information Security Problems in terms of the Digital Transformation (FISP-2020). pp. e012013 IOP. 10.1088/1757-899X/1069/1/012013.

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Abstract

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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