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Yusupova_2021_IOP_Conf._Ser.__Mater._Sci._Eng._1069_012013.pdf

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http://eprints.org/relation/isVersionOf https://pure.iiasa.ac.at/id/document/93948 http://eprints.org/relation/isVolatileVersionOf https://pure.iiasa.ac.at/id/document/93948 http://eprints.org/relation/isIndexCodesVersionOf https://pure.iiasa.ac.at/id/document/93948 archive 353 disk0/00/01/70/26 2021-02-05 07:26:40 2021-08-27 17:34:18 2021-02-05 07:26:40 book_section show 1 Yusupova N. Bogdanova D. Komendantova N. 1880 0000-0003-2568-6179 pub ASA CAT 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. 2021 published IOP 10.1088/1757-899X/1069/1/012013 161 public Materials Science and Engineering IOP Conference Series 1069 e012013 TRUE Second Scientific Conference on Fundamental Information Security Problems in terms of the Digital Transformation (FISP-2020) FALSE no info:eu-repo/semantics/bookPart